Customer Engagement Support Specialist

**What we offer**

**SUMMARY**:
Within Customer Engagement & Experience we drive world-class customer experience and business outcomes by passionately championing the success of our customer. We inspire and empower people to lead, orchestrate, and deliver sustainable customer value.

The Customer Engagement Support (CES) team is fully engaged in the Adopt-Consume-Expand business practice areas of the Customer Success LACE operating model. Through our support, customer-facing roles will excel in efficiency and effectiveness, and consequently customer adoption and consumption will be rising continuously.

We deliver centralized and integrated support to customer-facing roles in CE&X and beyond, covering all customer segments and engagement models. We do this by delivering scalable and simplified on-demand services for customer-facing roles, proactively monitoring quality and providing life-cycle management, acting as experts, partners, and coaches for community moderation and expertise, and supporting strategic improvement initiatives.

**THE ROLE**:
The Customer Engagement Support Specialist's primary function is to provide assistance, guidance, connect people/experts and expert mentoring on engagement topics and strategic Initiatives to customer facing post-sales roles.

Specialists will be adept at addressing support engagement issues/risks independently, actively engage with customer facing post-sales roles to discuss customer situations and can contribute to a 360° customer assessment service.

Deliver CES internal services and support for customer facing post-sales roles. Provide exceptional service by swiftly understanding customer situations/issues/risks based on business impact.

Develop and drive appropriate action plans to completion and provide timely updates and knowledgeable answers in a positive and fair manner.

Develop strong working relationships/networks with cross-functional teams within SAP.

Deliver with a customer first/ONE SAP mindset and contribute to development of new services and actively provide feedback for continuous improvement of CES delivery. Responsible for follow-up activities based on CES internal services and support of the customer facing post-sales roles. Responsible for documenting action plans and outcomes of CES internal services and follow-up activities.

**ROLE REQUIREMENTS**:
3+ years experience with one or more of the following areas in a customer facing or product role:

- HXM / SuccessFactors (preferred)
- S/4 HANA
- CX
- Ariba
- BTP

Track record of delivering customer success through engagements or in a product-based role;
Understanding of SAP organization and service strategy and portfolio;
Familiarity with Preferred Success, Enterprise Support, MaxAttention engagements or similar customer engagement roles;
Team player with a focus on delivering customer success.

**We are SAP**

**Our inclusion promise**
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, protected veteran status, or disability.

Requisition ID:320815 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time |