Services Engagement Engineer

hace 8 meses


Bogota, Colombia SAP A tiempo completo

**Bring out your best**

The Engagement Engineer works for customers covered by a long-term post-sales engagement. An engagement is a collaborative relationship between a customer and individual resources or teams with a specific mandate based on a defined contract.

The aim of this role is to support a long-term engagement between the customer and SAP. The engagement will cover the enterprise-wide adoption, consumption and operation of SAP centric solutions.

Based on a strong organization and peer network combined with a sound understanding of the customer, the Engagement Engineer manages relevant activities to pro-actively support customer initiatives and solution usage to ensure adoption and consumption. The Engagement Engineer is working in an engagement with low complexity or together in a team with more experienced colleagues which are helping in judging situations and the creation of action plans for complex situations.

Customer Understanding and Situation Analysis:

- Understand the customer's business (e.g. business challenges and pain points, industry specifics)Understand the customer organization (e.g. stakeholders, implementation partners, service providers) and how that organizational structure may affect the customer's success with SAP
- Understand SAP's status at the customer's enterprise (e.g. current contractual footprint and adoption, past escalations, customer feedback provided to SAP and potential future footprint to meet customer needs)
- Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery

Engagement Setup:

- Understand the scope of the engagement with the customer
- Understand engagement roadmap, innovation roadmap, adoption targets, engagement focus areas and develop a high-level delivery plan
- Understand goals and Key Performance Indicators (KPI) for the engagement Understand the governance model (e.g. meeting cadence, escalation path) Expedite SAP's collaboration platform at the customer
- Explain the initial action plan to the customer which is the starting point for the engagement

Engagement Governance:

- Collaborate with the account team and other internal stakeholders as required
- Contribute to executive meetings, provide an overview of the engagement contribution to demonstrate the value delivered Understand engagement performance expectations and adhere to delivery standards and KPIs

Engagement Development:

- Highlight opportunities, outside own area of responsibility, with the account team
- Support customer retention and Premium Engagement contract renewals

Customer Relationship Management:

- Aim for a trusted relationship with customer
- Support the communication of relevant topics between the customer's organization and SAP during the engagement lifecycle Support capturing customer experience (reference calls, videos, success stories, etc.)

Engagement Management and Planning:

- Know the customer entitlement while adhering to entitlement or contract guidelines
- Support finding relevant SAP portfolio items to accelerate adoption and maximize customer value whilst supporting SAP delivery efficiency Understand the long-term engagement plan based on customer's solutions, projects and top issues
- Highlight short-term needs inside the front office team to avoid issues

Anticipation and Identification of Risks and Top Issues:

- Identify and assess potential issues and risks related to SAP solutions, associated business processes and customer initiatives
- Provide advice on issue resolution
- Involve SAP experts, as well as experts from the customer and partners if deeper expertise is required Assist in action plan creation for root-cause analysis and resolution of the customer's (top) issues
- Support the preparation of executive briefing to provide background and status on high profile customer top issues Document top issues to provide transparency on status and progress throughout SAP

Escalation Management for Critical Situations:

- Understand importance of all issues raised, and recommendations given to the customer
- Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables Escalate critical situations to the front office or account team
- Highlight churn or maintenance at risk situations

Engagement Delivery:

- Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the delivery of Premium Engagement services
- Follow up service deliveries to ensure value realization and support visibility of value delivered to customer

Documentation and Reporting of Engagement Status, Action and Value:

- Regularly report the status of engagement deliverables, accomplishments and value to the customer or the front office team
- Enter and update the customer's information and status in respective systems

Support ES (Enterprise Support) or PSLE (Product Support for Large Enterprises) Delivery:

- Instruct customer on SAP's Sup



  • Bogota, Colombia SAP A tiempo completo

    **Bring out your best** The Senior Engagement Engineer works for customers with Engagement contracts, such as SAP MaxAttention or SAP ActiveAttention. The aim of this role is to establish and support a long-term engagement between the customer and SAP. Engagements will cover topics related to operation and the adoption of digital innovation in SAP centric...


  • Bogota, Colombia SAP A tiempo completo

    **We help the world run better** The Senior Engagement Engineer works for customers with Engagement contracts, such as SAP MaxAttention or SAP ActiveAttention. The aim of this role is to establish and support a long-term engagement between the customer and SAP. Engagements will cover topics related to operation and the adoption of digital innovation in SAP...

  • Sr. Engagement Manager

    hace 6 meses


    Bogota, Colombia Amazon Web Services Colombia S.A.S. A tiempo completo

    8+ years experience leading and delivering enterprise-level IT engagements. - 8+ years of relevant consulting or industry experience, with proven ability to build trusted relationships with senior business and technology leaders (up to and including CxO). - Customer facing experience, interfacing with executive stakeholders, and leading delivery for large...

  • Engagement Lead

    hace 6 meses


    Bogota, Colombia Improvado A tiempo completo

    Improvado is revolutionizing the way RevOps in large enterprises access and use data. Headquartered in San Francisco, with teams across 25 countries, we are united by our passion for transforming marketing technology. Our cutting-edge, no-code revenue data platform simplifies marketing reporting, enables informed budget decisions, and increases the ROI of...

  • DevOps Engineer

    hace 6 meses


    Bogota, Colombia 1840 & Company A tiempo completo

    **Description**: We are seeking a motivated and results-oriented ** **DevOps Engineer to join our client’s team. Our client has a SAS platform that provides mobile communications and marketing services to wholesale distributors. Tasks would be project-based and would consist of further leveraging and optimizing our AWS hosting...


  • Bogota, Colombia Warner Bros. Discovery A tiempo completo

    **_Every great story has a new beginning, and yours starts here._** **_ Welcome to Warner Bros. Discoverythe stuff dreams are made of._** **Who We Are ** When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of...

  • Software Engineer L2

    hace 6 meses


    Bogota, Colombia Twilio A tiempo completo

    **See yourself at Twilio**: Join the team as Twilio's next Software Engineer L2. **Who we are & why we're hiring**: Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio,...


  • Bogota, Colombia Radware A tiempo completo

    **Professional Services (PS) Engineers operate as the leading technical force of Regional Field Support Organization, responsible for the low-level design, deployment and advanced technical consulting of the entire Radware solutions portfolio. PS engineer is working in front of Customers, leading Radware solution implementation and support on Customer...


  • Bogota, Colombia Salesforce A tiempo completo

    Job Category Customer Success Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...


  • Bogota, Colombia Netskope A tiempo completo

    **About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...

  • Privacy Engineer

    hace 6 meses


    Bogota, Colombia Gracemark A tiempo completo

    **Data Engineer** You'll collaborate with cross-functional teams in both our IT environment as well as our products and services to engineer privacy (privacy by design) processes and embed PETs where appropriate. **Requirements**: ∙ BA/BS in computer science and/or data. ∙ 8 years’ experience in data/security/privacy. ∙ CISSP Certified (strongly...


  • Bogota, Colombia Capgemini Engineering A tiempo completo

    **Cisco TAC Support Engineer**: Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading...


  • Bogota, Colombia Capgemini Engineering A tiempo completo

    **Cisco TAC Support Engineer**: **Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading...


  • Bogota, Colombia South Pole A tiempo completo

    South Pole is an energetic, global company offering comprehensive sustainability solutions and services. With offices spanning all continents across the globe, we strive to create a sustainable society and economy that positively impacts our climate, ecosystems and developing communities. With our solutions, we inspire and enable our customers to create...


  • Bogota, Colombia PepsiCo A tiempo completo

    Overview: **We Are PepsiCo** Join PepsiCo and dare to transform! We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place. Being part of PepsiCo means being part of one of the largest food and beverage companies in the world,...

  • Software Engineer L3

    hace 6 meses


    Bogota, Colombia Twilio A tiempo completo

    **See yourself at Twilio**: Join our team as the next Software Engineer L3, Backend! **Who we are & why we're hiring**: Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At...


  • Bogota, Colombia Devlane A tiempo completo

    Hello there! We are Devlane, a ftware development company with presence across all of LATAM, that’s currently offering staff augmentation services to clients around the world, with a special focus in North America. With us, you’ll have a real opportunity to shine and leave a footprint on the project you are assigned to since most of our clients are...


  • Bogota, Colombia Anthology, Inc. A tiempo completo

    Product Marketing Manager Remote - Colombia *ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED* The Opportunity: Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can...


  • Bogota, Colombia DiDi Global A tiempo completo

    Company Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...


  • Bogota, Colombia TD SYNNEX A tiempo completo

    En el rol de **Services and Academy Engineer**, tendrás la responsabilidad de liderar la implementación de programas de capacitación técnica especializados en las soluciones de Fortinet. En TD SYNNEX Estamos en la búsqueda de un Ingeniero de Preventa con 3 años de experiência en roles de preventa, gestión de proyectos y procesos de capacitación en...