Solution Support Engineer - SCMA

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP Mission Control Center (MCC) delivers a best-in-class customer experience along our post-sales customer journey by ensuring customers can trust SAP to resolve critical situations swiftly and professionally while also looping back to development for better problem-solving and product improvement. We accelerate product innovation and adoption for our customers and deliver an exceptional customer experience:

Protect: Resolve business-critical customer situations to return to flawless execution of their business as fast as possible.

Prevent: Speed up product adoption to continuously improve customer experience.

Accelerate: Orchestrate end-to-end integration to reduce complexity and ensure customer success

About Support Case Management Assistance (SCMA)

SCMA is a brand-new SAP MCC support offering that enhances the value proposition of Max Success by providing top customers with a named, dedicated MCC support expert. It offers tailored guidance, enablement, and best practices on support topics, along with selected case management on-demand, customer engagement, reporting, and trend analysis. The end-goal of SCMA is to Support SAP Cloud growth by enhancing customer experience with SAP Support within a premium, Cloud-focused support model.

What You'll Do:

SCMA offers a unique opportunity to be at the forefront of a new Cloud‑focused, premium support model. As a SAP MCC case manager, you will build deep customer relationships, deliver tailored enablement, best practices and be a trusted advisor for our Max Success customers through their most critical support moments, and help shape a new support experience.

• Customer Case Management: Efficiently manage identified Support Cases for SAP Max Success customers, emphasizing proactive customer relationship management. Ensure timely resolution and avoid delays/escalation by orchestrating relevant Cases with SAP Support and documenting actions within the relevant incident processing tools.
• Customer Engagement and Relationship Management: Build and manage customer relationships, run monthly customer meetings and regular alignment calls to maintain strong customer relationships and proactively address their needs. Build a strategic partnership with the customer account team as a trusted advisor for support topics.
• Customer Insights: Develop a deep understanding of customer profiles, needs, stakeholders, projects, and the business landscape to foster stronger relationships and tailor solutions effectively.
• Reporting and Analysis: Deliver comprehensive reporting and trend analysis to both customers and internal stakeholders, enabling informed decision-making and improved customer outcomes.
• Tailored Guidance and Enablement: Provide customized guidance, enablement, and best practices to ensure customers fully leverage SAP Support and realize maximum value.
• Empowerment and Solutions: Facilitate customer empowerment sessions or recommend relevant SAP offerings. Collaborate with other SAP MCC teams to resolve complex customer scenarios, ensuring integrated solutions.
• Information Management: Maintain and update customer information sources to support informed decision-making and enhance customer interactions.
• Internal Networking: Leverage an effective internal network to foster customer engagement, emphasizing strong relationship management skills.
• Feedback and Celebrations: Actively share feedback and celebrate success stories to drive continuous improvement and acknowledge achievements.

What You Bring:

• Educational Background: University degree, preferably in computer science, business, or a related field.
• Communication and customer interaction skills: Excellent communication skills and a customer service mindset to foster strong customer relationships, run customer meetings, deliver enablement sessions, present reports to drive team effectiveness and a premium support experience.
• Experience with SAP Support processes and escalation handling: Proven ability to manage customer escalations and a very good understanding of SAP Support Case management processes.
• Business acumen and application knowledge – Understanding of business processes, ability to critically evaluate business impact information. SAP application knowledge highly desirable.
• Analytical Skills: Strong analytical and problem-solving skills essential for effective customer relationship management.
• Multilingual Ability: Fluency in English, both written and spoken, with additional language skills being highly desirable to enhance customer communication.
• Multicultural Experience: Ability to work effectively in an international and multicultural environment.
• Proactive Approach: Proactive attitude, solution orientation with a strong willingness to learn and embrace new challenges.
• Teamwork and Independence: Ability to work independently and collaboratively within a team.
• Innovation: An innovation mindset to drive continuous improvement, optimal customer experiences and help shape a brand-new SAP MCC Support offering.

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
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 world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 448611 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid