SAP Customer Solution Adoption Senior Specialist Job in Newtown Square, Pennsylvania
Requisition ID: 185434
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date: 5/17/2018
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. That’s 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 it’s the best-run businesses that make the world run better and improve people’s lives.
Location: Newtown Square, PA (and various client sites nationwide)
Purpose and Objective: SAP America, Inc. seeks a Customer Solution Adoption Senior Specialist at our Newtown Square, PA location (and various client sites nationwide) to create the overall Action Plan with input of the Cloud Manager on Duty (MoD) and experts from various areas of Managed Cloud Delivery, Partner Delivery and Digital Business Services.
Expectations and Tasks: Communicate the Action Plan, solution approach, status and resolution to the customer. Communicate to and align with internal stakeholders (Cloud Development & Delivery, Sales, Consulting, and Board). Engage Legal or Corporate Communication if necessary. Provide smooth handover of the issue/situation to the next 24x7 GCSC location. Own and drive Quality Assurance for the Incident Notification process for external customers. Drive task forces and global escalation support for critical customer situations. Support Continuous Improvement for all related delivery processes (Partner Delivery Management, Incident- Problem & Change Management) with feedback from the critical customer situations. 10% travel required to client sites nationwide.
Education and Qualifications/Skills and Competencies: Bachelor’s degree in Computer Science, Engineering, Mathematics, Information Systems, or a related field of study and 6 years of experience required. The company will also accept a Master’s degree and 4 years of experience.
Work Experience: Experience must involve two years in overseeing clients/partners and customer engagements either in Sales/Pre-Sales, Consulting, Hosting or Active Global Support Settings; escalation management; working across Board Areas, LoB and organizational boundaries. Experience must involve two years of experience with IaaS offerings and architectural layers; SAP Hana Enterprise Cloud Offering; Cloud Hosting; SAP CRM and ISP tools; and SAP maintenance offerings (Enterprise Support). The company will also accept pre-Bachelor's degree experience.
Internal use only: reference code lhrs4262
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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.
Successful candidates might be required to undergo a background verification with an external vendor.