Client Services Executive Job in Palo Alto 94304, California Us

As one of the world’s leading providers of business software, SAP delivers products and services that help accelerate business innovation. Today, customers in more than 120 countries and 25 industries run SAP applications – from distinct solutions addressing the needs of small businesses and midsize companies to suite offerings for global organizations. (*) SAP defines business software as comprising enterprise resource planning and related applications

PURPOSE AND OBJECTIVES
Services Engagement Manager is a strategic and critical role with the responsibility of making Global Delivery (GD) an integral part of the assigned Region; from opportunity Management through successful project execution and subsequently, account mining. The SEM in this case would also be responsible for ensuring overall regional KPI’s and be the GD management representative for the MU’s in the region.

Services Engagement Manager (SEM) is a strategic role for SAP Global Delivery Organization. Primary responsibility is to position Global Delivery services for the customers as part of the joint account team of SAP field services. The role envisages key participation from opportunity Management through successful project execution. SEM will report to SAP GD Regional Head Americas.

Key responsibilities include the following.
•Responsible for GD Services sales for North America Public Sector accounts
•Work towards higher levels of customer satisfaction and ensure referenceability of customers
•Enablement of ecosystem specially Public Sector customers, SAP Client Partners and SAP Field Services delivery team
•Critical Escalation handling during delivery
•Cross selling and up selling in existing accounts
•Innovate the best model to deliver remote services based on customer requirements
•Ensure Forecast accuracy

EXPECTATIONS AND TASKS
The expectation and responsibility for SEM therefore is to provide effective “Go to Market” as well as be an effective stakeholder manager (support Delivery excellence).

SEM is expected to perform the following activities:
•Convey service offerings and value proposition of Global Delivery model through customer interactions
•Be a virtual team member of various account teams, qualify Global Delivery opportunities, identify and mobilize support of Global Delivery Centers, shape Global Delivery solutions and support bid teams.
•Be early in the deal process and work towards building a healthy pipeline. Also, work towards “joint proposal ownership” with SAP North America and drive specific proposals along with North America Field Services team.
•Increase GD share of the FS days as per the set targets and ensure GD is a mandatory component for prime deals (as per the guidelines) as well as other opportunities.
•Work closely with Client partners to enhance Win Rate of accounts by leveraging GD solution capabilities as well as reduced “cost of ownership”.
•Define and propose the right mix of onsite, near shore and offshore service components /resources in qualified Consulting opportunities of the subsidiary.
•Leverage benefits of service productization.
•Build relationship at different levels within the Regional sales as well as across the region that will facilitate in accomplishment of above objectives.
•Engagement manager will also perform the role of stakeholder management; enabling delivery by ensuring closer collaboration between GD Delivery teams and regional project delivery organizations.
•Participation in project Reviews and help resolve issues escalations.
•Participate in service, budgeting, capacity and skill planning
•Collaborating with local delivery management
•Support engagement teams by evaluating possibility of increasing footprint in an existing project and client base

WORK EXPERIENCE
-Candidate must have prior experience of selling Services or Solutions
-Previous Client Partner experience a plus
-Previous SAP Solutions experience a plus

EDUCATION AND QUALIFICATIONS/SKILLS AND COMPETENCIES
-Candidate must hold degree in Engineering
-Candidate must be fluent in oral and written English
-Position is located at our Palo Alto facility

Additional Information:


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