SAP Principal Customer Engagement Specialist Job in Feltham, United Kingdom

Requisition ID: 120864

Work Area: Customer Service and Support

Expected Travel: 0 - 30%

Career Status: Professional

Employment Type: Regular Full Time


As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Key Responsibilities

1) Manage regional engagements: Customer Positioning & Set-up & Delivery

2) Define and deliver innovation strategy for Digital Business Services (DBS) regional customers

3) Contribute to regional customer strategic topics

Key Tasks

1) Contribute to Digital Business Services (DBS) Strategic topics

  • Manage relationship with regional customers

  • Drive IT-Planning & Strategy sessions with regional customers together with IT& Business Solution Architects

  • Support / Drives development of master plans for IT Landscape and IT-Transformation together with IT-Architects

  • Develop and validates release and enhancement package strategy

  • Develop operational strategy for customer to adopt SAP’s Best Practices for Application Lifecycle Management and Run SAP like a Factory

  • Define strategy to develop customer towards the level of Customer Advance COE

  • Develop a “master plan” with customer for business process innovation and business continuity according to SAP Best Practices

  • Manage maintenance at risk: develop plan to make utilization of SAP licenses with the account team

  • Liaise with different LOB’s

2) Presales:

  • Architect and define the engagement model with the customer based on a profound understanding of the customer situation including core business processes, system landscape, organizational structure, support organization, and company goals as well as industry context.

  • Work closely with account teams to define and position collaboration engagements with SAP Global Service and Support

  • Define strategy for positioning the engagement with the account team

  • Define customer-tailored value proposition and benefit case

  • Define and agree with customer on Engagement Roadmap including charter, innovation potential, focus areas and high level delivery plan

3) Engagement Setup

  • Define the scope and agree on the engagement focus areas with the customer, goals and Key Performance Indicators for the engagement

  • Define and agree on governance model with customer and account team

  • Positions SAP’s collaboration platform (Solution Manager) to customer

  • Define initial action and service plan with the customer

  • Ensure positioning of SAP´s strategic initiatives and focus topics to the customer

4) Customer Situation Analysis

  • Analyze current customer situation and maturity of SAP solution operations and IT service delivery

  • Identify top issues in current business processes and derive measures to resolve those

  • Analyze the strategic direction of the customer and the industry sector the customer is operating in

  • Understand the customers’ business challenges and pain points

  • Watch SAP innovation, the market and technology development to identify innovation potential for the customer

  • Advice pro-actively the customer based on results from customer situation analysis

5) Value Proposition and Benefit Case

  • Define value proposition and benefit case for the customer to justify investments in

o improving business processes execution

o adopting SAP innovations

o optimizing operations of SAP solutions

o improving IT service delivery

  • Develop a comprehensive roadmap from an operational and strategic perspective and achieve buy in from key customer stakeholders (C level) in IT and Business by executing a the value approach

6) Engagement Delivery

  • Own customer contract and manage the engagement.

  • Ensures value recognition and visibility of value delivery at customer

  • Drive the contract renewal

  • Ensure alignment of customer engagement delivery with other SAP activities for the customer

  • Participate in Account Planning Meetings

7) Customer interface

  • Establish trusted relationship with customer to drive action plans resulting from Digital Business Service (DBS) engagement with customer.

  • Own the communication relationship between the customer’s organization and SAP Global Service and Support during the engagement lifecycle

8) Escalation Management for critical situations

  • Condense issues to top issues and ensure resolution thereof according to engagement deliverables

  • Escalate and manage critical situations with SAP and customer top management when required

10) Training and Mentoring Tasks

  • Provide guidance to the TQMs within his/her engagement

  • Provide guidance for communication to customer senior management, such as for quarterly meetings, communication of status and action plan for top Issue resolution and service delivery

  • Review and participate when needed in presentations given to the customer senior management

  • Give input on functional and personal skills training plan to the TQM’s manager


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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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