Strategic Enterprise Consultant for Long-Term Customer Success

7 days ago

Singapore SAP Full time

About the Role

We are seeking an experienced Strategic Enterprise Consultant to join our team and work with customers on a long-term basis. As a key member of our advisory team, you will be responsible for proactively supporting customer initiatives in complex environments and ensuring adoption and consumption of SAP centric solutions.

Key Responsibilities

  • Analyze current customer situation, maturity of SAP solution operations usage, and IT service delivery to identify opportunities for growth and improvement.
  • Understand the strategic direction of the customer and the industry sector they operate in to provide tailored guidance and support.
  • Stay up-to-date with SAP innovation, market, and technology development to identify potential innovations for customers.
  • Align and refine the scope of the engagement with the customer, define and agree on the engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and high-level delivery plan.
  • Drive agreement on goals and Key Performance Indicators (KPI) for the engagement with the customer and define initial action and service plan as the starting point for the engagement.
  • Manage engagement performance regarding delivery standards and KPIs, facilitate executive meetings, and provide an overview of the engagement contribution to demonstrate value delivered.
  • Identify opportunities at the customer, create a value proposition, drive customer retention and Premium Engagement contract renewals, and position SAP's strategic initiatives and focus topics to the customer.
  • Establish a trusted relationship with the customer, own communication for all engagement-related topics between the customer's organization and SAP during the engagement lifecycle, and capture customer experience through reference calls, videos, success stories, etc.
  • Own and manage the customer entitlement while adhering to entitlement or contract guidelines, know relevant SAP delivery portfolio for accelerating adoption and maximizing customer value while supporting SAP delivery efficiency, and define and align a long-term engagement plan based on customer projects and top issues.
  • Identify and assess potential issues and risks related to SAP solutions and associated business processes and customer initiatives, provide advice on issue resolution or risk mitigation, create an action plan for root-cause analysis and resolution of customer issues and top issues, and prepare executive briefings to provide background and status on high-profile customer top issues.
  • Evaluate and judge the importance of all issues raised and recommendations given to the customer, condense issues to top issues and ensure resolution thereof according to engagement deliverables, escalate and manage critical situations to SAP and customer top management when required, and identify churn or maintenance at risk situations and coordinate measures to reestablish customer trust in SAP.
  • Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Premium Engagement services, follow up service deliveries to ensure value realization and visibility of value delivered to the customer, and regularly report the status of engagement deliverables, accomplishments, and value to the customer.
  • Promote most relevant supporting SAP processes and tools, instruct the customer on SAP's Support processes to drive efficient incident resolution, review and participate in presentations given to customer senior management, give input on functional and personal skills training plans to other colleagues in the engagement, leverage existing channels to provide input to the SAP organization to optimize solutions or offerings, and provide feedback to processes and highlight improvement potential for SAP engagements.
  • Must have effectively resolved or driven resolution in a structured manner for problems requiring the creation of new and innovative approaches, understands enterprises of larger size and their solution landscape, contributes to the solution of critical customer issues, has a very good understanding of SAP technology, solutions, and services, has an excellent understanding of SAP tools and processes, and has an advanced understanding of cloud delivery principles and methodologies, including but not limited to SAP Activate.
  • Bachelor's degree in Computer Science, Science, Mathematics, Engineering, or similar is required.

Salary Estimate

The salary range for this role is $120,000 - $180,000 per year, depending on location and experience.

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