Principal Application Service Manager, Cloud Application Services (CAS)

SAP•Edgmont Township, PA

13d•$200,600 - $340,900•Hybrid

About The Position

We are seeking a motivated and dynamic professional to join our team as a Application Service Manager (ASM). The ASM will play a crucial role in driving customer engagement, promoting service excellence, and upselling CAS offerings. This professional will also be responsible for managing the CAS engagement across the customer lifecycle and ensuring successful service delivery in line with customer expectations and satisfaction. Be responsible for ensuring that the services provided to customers meet the highest standards of quality. You will work to create a seamless and efficient customer experience by coordinating various aspects of the engagement. (Promote service quality excellence and one-stop CAS experience) Look for ways to optimize and improve the services provided to customers. You will proactively identify & engage areas for innovation and adoption of new technologies or methodologies that can enhance the customer experience through SAP solution and/or services. (Point out proactively optimization, innovation, adoption and potential improvements to customer) Create and maintain a success service plan, outlining the resources, activities, and timelines required to deliver the service successfully. You will be responsible to build with the customer their CAS journey, discussing about their contracted application/services, and how to better achieve it. (Service Plan Creation & Maintenance) Play a key role in driving customer engagement and (upselling) CAS Offerings. They will work proactively to identify opportunities for cross-selling and up-selling, collaborating with other teams to expand the customer's use of SAP's Portfolio & Services. (Driving CAS engagement as a trailblazer and up-sell SAP’s products and service portfolio) Ensure the successful execution of the CAS engagement, including meeting margin and revenue targets, exceeding customer expectations, and achieving high levels of customer satisfaction. (Executing the service successfully) Collaborate closely with other SAP stakeholders, including those involved in ECS, MaxAtt and Preffered Success contracts or any active service contract to the customer, to ensure alignment and coordination across all aspects of the customer engagement. (Be aligned with other SAP stakeholders and current contracts) Be the central role in orchestrating communication throughout the entire engagement, ensuring that all stakeholders are informed and engaged. (Orchestrate communication end-to-end in the engagement) Lead the entire customer lifecycle, including transition, onboarding, stabilization, operations, and offboarding. You will be responsible for managing the budget, ensuring service quality, and driving growth throughout the engagement. (Managing the CAS engagement across the customer lifecycle) Be responsible for creating and maintaining the operations manual to ensure consistency and efficiency in service delivery. (Operations Manual Creation & Maintenance)

Requirements

Bachelor's degree in IT & Business Management, Engineering or a related field
8+ years of experience in customer account services, relationship management, or a similar role
10+ years of hands on experience in at least one SAP Solution Area (e.g - S/4 Hana – FI, MM, SuccessFactors, BTP…)
Solid Knowledge in SAP Portfolio & Offerings
Solid experience in SAP Implementation Projects / Project Management and/or Managed Services
Excellent documentation, communication, facilitation and interpersonal skills
Proven track record of driving customer engagement
Strong understanding of operational and financial metrics
Ability to manage multiple priorities and work effectively in a fast-paced environment
Experience in creating and maintaining service plans and operations manuals
Team motivation, availability to join global team meetings and to actively collaborate on global initiatives
Experience working with diverse teams
English is a must

Nice To Haves

Preferably with BASIS knowledge
Spanish is highly desired

Responsibilities

Promote service quality excellence and one-stop CAS experience
Proactively identify & engage areas for innovation and adoption of new technologies or methodologies that can enhance the customer experience through SAP solution and/or services
Create and maintain a success service plan, outlining the resources, activities, and timelines required to deliver the service successfully
Build with the customer their CAS journey, discussing about their contracted application/services, and how to better achieve it
Drive customer engagement and upselling CAS Offerings
Identify opportunities for cross-selling and up-selling, collaborating with other teams to expand the customer's use of SAP's Portfolio & Services
Ensure the successful execution of the CAS engagement, including meeting margin and revenue targets, exceeding customer expectations, and achieving high levels of customer satisfaction
Collaborate closely with other SAP stakeholders, including those involved in ECS, MaxAtt and Preffered Success contracts or any active service contract to the customer, to ensure alignment and coordination across all aspects of the customer engagement
Orchestrate communication end-to-end in the engagement
Lead the entire customer lifecycle, including transition, onboarding, stabilization, operations, and offboarding
Manage the budget, ensuring service quality, and driving growth throughout the engagement
Create and maintain the operations manual to ensure consistency and efficiency in service delivery