Project Principal Consultant

**We help the world run better**

**Key Responsibilities and Tasks**

The Project Principal Consultant works for customers covered by a long-term post-sales engagement. An engagement is a collaborative relationship between a customer and individual resources or teams with a specific mandate based on a defined contract.
The aim of this role is to support a long-term engagement between the customer and SAP. The engagement will cover the enterprise-wide adoption, consumption and operation of SAP centric solutions.

Based on a strong organization and peer network combined with a sound understanding of the customer the Project Principal Consultant manages relevant activities to pro-actively support customer initiatives in complex environments and solution usage to ensure adoption and consumption. Project Principal Consultant are often part of front office teams in an advisory role.

**Customer Understanding and Situation Analysis**
- Analyze current customer situation, maturity of SAP solution operations usage, and IT service delivery
- Understand the strategic direction of the customer and the industry sector the customer is operating in
- Watch SAP innovation, the market and technology development to identify innovation potential for the customer

**Engagement Setup**
- Align and refine the scope of the engagement with the customer
- Define and agree with customer on 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
- Define initial action and service plan with the customer as the starting point for the engagement

**Engagement Governance**
- Align with account team to define and position collaborative service offerings from SAP
- Align with other internal stakeholders as required
- Facilitate executive meetings, provides an overview of the engagement contribution to demonstrate the value delivered
- Manage engagement performance regarding delivery standards and KPIs

**Engagement Development**
- Within own area of responsibility identify opportunities at the customer and create a value proposition
- Drive customer retention and Premium Engagement contract renewals
- Drive positioning of SAP's strategic initiatives and focus topics to the customer

**Customer Relationship Management**
- Establish a trusted relationship with customer
- Own the communication for all engagement related topics between the customer's organization and SAP during the engagement lifecycle
- Capture customer experience (reference calls, videos, success stories, etc.)

**Engagement Management and Planning**
- Own and manage the customer entitlement while adhering to entitlement or contract guidelines
- Know relevant SAP delivery portfolio for accelerating adoption and maximizing the customer value whilst supporting SAP delivery efficiency
- Define and align a long-term engagement plan based on customer’s projects and top issues

**Anticipation and Identification of Risks 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 the customer's issues and top issues.
- Prepare executive briefing to provide background and status on high profile customer top issue(s)

**Escalation Management for Critical Situations**
- Understand and judge 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
- Identify churn or maintenance at risk situations and coordinate measures to reestablish customer's trust in SAP

**Engagement Delivery**
- 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 customer

**Documentation and Reporting of Engagement Status, Action and Value**
- Regularly report the status of engagement deliverables, accomplishments and value to the customer
- Ensure up-to-date customer information and status is captured in respective systems

**Promote Most Relevant Supporting SAP Processes and Tools**
- Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable
- Instruct customer on SAP's Support processes to drive efficient incident resolution

**Training and Mentoring Tasks**
- Review and participate when needed in presentations given to the customer senior management
- Give input on functional and personal skills training plan to other colleagues in the engagement

**Internal Feedbac