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• Strategic Advisory: Act as a trusted advisor to customer IT and business leadership, guiding decision-making for transformation, adoption, and optimization initiatives.
• Service Plan Execution: Own the end-to-end delivery of customer Service Plans across the lifecycle to ensure structured outcomes, solution adoption, and value realization.
• Engagement Planning: Translate customer business goals and roadmaps into actionable plans with defined milestones, governance, and measurable success criteria.
• Executive Governance: Establish and lead governance cadences, including executive steering committees and quarterly business reviews, to report on engagement status and value.
• Risk & Escalation Management: Proactively identify and mitigate technical or business risks and serve as the primary point of contact for managing customer escalations, including outside normal business hours.
• Cross-Functional Collaboration: Partner with Customer Engagement Partners, Architects, and Global Delivery Hubs to provide a coordinated, outcome-driven customer experience.
• Health & Adoption Monitoring: Interpret consumption and engagement health indicators to adjust plans and ensure renewal readiness by demonstrating realized value.
• Business Continuity: Directly advise customers on solution operations and work with Secure Support and the Backoffice to resolve incidents and tickets.
• Financial Accountability: Maintain accurate weekly views of time actuals and revenue forecasting for TQM and Expert services within SAP NS2 financials.
• Stakeholder Management: Manage complex relationships across Federal, DoW (DoD), SLED, and private sector accounts to build long-term, trusted partnerships.
• Value Reporting: Drive continuous improvement initiatives and submit weekly status reports to ensure the quality of outcome reporting.
• Operational Requirements: Participate in Virtual Account Team (VAT) meetings and maintain the flexibility to travel up to 80% based on customer needs.
Job Description
• Strategic Advisory: Act as a trusted advisor to customer IT and business leadership, guiding decision-making for transformation, adoption, and optimization initiatives.
• Service Plan Execution: Own the end-to-end delivery of customer Service Plans across the lifecycle to ensure structured outcomes, solution adoption, and value realization.
• Engagement Planning: Translate customer business goals and roadmaps into actionable plans with defined milestones, governance, and measurable success criteria.
• Executive Governance: Establish and lead governance cadences, including executive steering committees and quarterly business reviews, to report on engagement status and value.
• Risk & Escalation Management: Proactively identify and mitigate technical or business risks and serve as the primary point of contact for managing customer escalations, including outside normal business hours.
• Cross-Functional Collaboration: Partner with Customer Engagement Partners, Architects, and Global Delivery Hubs to provide a coordinated, outcome-driven customer experience.
• Health & Adoption Monitoring: Interpret consumption and engagement health indicators to adjust plans and ensure renewal readiness by demonstrating realized value.
• Business Continuity: Directly advise customers on solution operations and work with Secure Support and the Backoffice to resolve incidents and tickets.
• Financial Accountability: Maintain accurate weekly views of time actuals and revenue forecasting for TQM and Expert services within SAP NS2 financials.
• Stakeholder Management: Manage complex relationships across Federal, DoW (DoD), SLED, and private sector accounts to build long-term, trusted partnerships.
• Value Reporting: Drive continuous improvement initiatives and submit weekly status reports to ensure the quality of outcome reporting.
• Operational Requirements: Participate in Virtual Account Team (VAT) meetings and maintain the flexibility to travel up to 80% based on customer needs.