Job Description

Requisition ID: 273556
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T4PF
Original Posting Date: 12/17/2020

Recruiter Name: J.L. Andal

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because its the best-run businesses that make the world run better and improve peoples lives.

Job Title: Expert Support Engineer

Location: Newtown Square, PA

Purpose and Objective:

SAP America Inc. seeks an Expert Support Engineer at our Newtown Square, PA location to act as a Subject Matter Expert (SME) for a SAP Cloud solution providing functional and product expert knowledge and guidance to our customers.

Expectations and Tasks:

Advise the Global Customer Success Group with expert Cloud knowledge in key functions and features of many SAP Cloud solutions (including extensibility, integration, data migration, analyzes, performance) and on new innovations. Develop content such as video and materials for internal and external parties with the goal to support the evolution of Customer Success plans for SAP Cloud solutions. Collaborate with the different stakeholders including but not limited to product support, engineering, CSMs, MCC, MCS and Account Teams. Collect and analyze customer requirements (via Customer Success Managers or the Regional Heads) for potential enhancement to SAP Preferred Success. Deliver exceptional experience onsite with customers. Deliver as a virtual CSM when needed to support customer requirements or special projects. Deliver 1:1 and 1:M workshops remotely with customers on adoption and consumption topics. Act as SLA Advocate for Customers around critical incidents working with CSMs and MCC. 10% travel required.

Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Engineering, Math, Physics, Information Systems, or related field of study and 7 years of experience required. The company will also accept a Master's degree and 5 years of experience.

Work Experience:

Experience must involve 5 years in the following: Utilize customer data intelligence and innovations to drive consumption and adoption of SAP cloud products (entire CX Suite) driving customer satisfaction of overall customer base; Leverage Cloud Architecture expertise to design services that drives cloud solution (entire CX Suite) consumption for Cloud customers in Customer Experience solution; Create customer's engagementsuccess plans to ensure that customers get the most value out of Cloud solution investments; Leverage proactive tools to plan for possible risks to customer's projects and current usage of cloud products (entire CX Suite); Help review customer's key business processes and advise on optimal solution usage (entire CX Suite); Orchestrate resources to provide business value and solution specific expertise for customer; Leverage various back office teams to deliver success checks and other solution checks to ensure good system health and maximize customer's understanding of the product (entire CX Suite). 10% travel required.

Travel: 10% travel required.

Internal use only: reference code lhrs4262

EX:OUT

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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