Customer Engagement Support Advisor

**We help the world run better**
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
**YOUR FUTURE ROLE**
The Customer Engagement Support Advisor - Associate actively contributes to Customer Value Journey (CVJ). Delivers scalable and simplified services to customers and customer-facing roles by proactively monitoring customer health, performing lifecycle management, and supporting and driving global strategic initiatives.
Associate Advisors build the bridge between front and/or the customer to the center and other units within SAP, closing gaps in knowledge, acting as experts, partners, and coaches.
Associate Advisors contribute to the delivery of the internal and external service portfolio.
**RESPONSIBILITIES AND TASKS**
- Support customer facing role colleagues and their customers through their outcome success plans by providing expert advice and guidance.
- Be skilled in and deliver Customer Engagement Support (CES) services.
- Process the scoping and booking of SAP Enterprise Support portfolio services such as Continue Quality Checks (CQCs) and Improvement Services requests from SAP customers and front office colleagues.
- Create and drive appropriate customer-specific engagement plans based on business needs and supported by the CES offerings.
- Provide exceptional service by swiftly understanding customer situations/issues/risks based on business impact.
- Work in partnership with internal teams to identify and drive customer initiatives, by developing strong working relationships/networks with cross-functional teams within SAP.
- Provide timely updates and knowledgeable answers in a positive and fair manner.
- Deliver with a customer first/ONE SAP mindset.
- Use/transform popular customer use cases into repeatable 1: many essential service plans.
- Engage in and support the creation of 1: many essential service plans.
- Pro-active reviews of SAP´s top segment customers to identify opportunities for “health improvements” and generation of advisory plans based on the CES services portfolio.
**YOUR PROFILE**
- Academic and/or professional experience as a leader and/or a contributor in projects and initiatives.
- Demonstrated customer-focused experience (internal or external customers).
- Has consistently demonstrated effective issue resolution.
- Provide exceptional service by swiftly understanding customer situations/issues/risks based on business impact.
- Work in partnership with internal teams to identify and drive customer success initiatives, by developing strong working relationships/networks with cross-functional teams within SAP.
- Understanding of the SAP Customer Services and Delivery portfolio of offerings.
- Practical knowledge of SAP Delivery Methodologies.
- Understanding of the SAP technology and understanding of SAP Applications (On-prem, and Cloud).
- Understanding of SAP support tools.
- Working with individuals from diverse cultures.
- Ability to manage multiple tasks or projects with changing priorities.
**Language**
Fluent in English. Spanish and Portuguese are a plus/desired.
**Education**
Bachelor or higher university Degree in Computer Science, Mathematics, Physics, Business, Economy or similar.
**ABOUT THE TEAM**
In Customer Engagement Support (CES) we actively contribute to Customer Value Journey. We deliver scalable and simplified services covering all customer segments, engagement models and solution areas. Our focus lies on monitoring customer health, performing life-cycle management, and supporting strategic improvement initiatives. To get the most out of their entitlement, we empower and guide our customers.
Together we Connect. Engage. Succeed.
**Bring out your best**
**We win with inclusion**
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, pr

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