SAP Engagement Director

July 25

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Navisite

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Navisite is a trusted digital transformation partner for growing and established global brands$1. .$1

Managed Cloud Infrastructure Services • Cloud Desktop Services (DaaS) • Application Services • Hosting Services

501 - 1000

💰 Post-IPO Equity on 2018-03

Description

• The SAP Engagement Director is responsible for overall design and delivery of SAP Projects. • Own the customer relationship and serve as an interface between the customer and both Navisite sales and support teams to ensure the customer’s technical and support needs are met. • Responsible for the overall design during RFP’s and ability to deliver. • Owns the overall delivery from budget to quality control. • Maximizes the strength of the customer relationship by building a solid rapport with stakeholders in both the client and Navisite organization, identifying and taking advantage of sales, networking and opportunities and managing difficult situations to ensure that our reputation is upheld. • Partners with Sales to identify, research, and execute on opportunities to leverage the Navisite product portfolio and to grow customers’ footprint. • Has insight and understanding of the customer market position and advises on how Navisite can be a strategic partner in reaching customer goals and objectives.

Requirements

• Highest level understanding of industry practices as well as company policies and procedures. • High level of understanding of how various application platforms work and interact with each other and underlying infrastructure. • High level of understanding of SAP functionality and processes. • Able to articulate how SAP capabilities drive value for the client. • Comprehensive knowledge of the Navisite product portfolio. • Strong ability to communicate technical information and complex technical issues so that others can understand. • Aptitude for resolving a variety of issues quickly and effectively – with the authority to create solutions. • Highest level communication, organization, problem solving, and time management skills. • Proactive in nature – with a focus on creating strategic 6 month, 1 year, 2 year plans. Ability to have difficult conversations. • Highest level business acumen -- able to foresee and act on those feelings. • Ability to adapt working style and approach to best communicate with various business contacts. • Ability to apply previous work experiences to resolve a wide range of issues in imaginative as well as practical ways. • Demonstrated ability to influence decision making. • Ability to understand and apply NAVISITE customer support model and demonstrate value to customers. • Excellent ability to prioritize and highly varied work level in order to maintain required productivity levels. • Exhibits excellent attention to detail. • Excellent problem-solving abilities, coupled with a desire to take on responsibility. • Demonstrated leadership skills and qualities. • Advanced understanding of Navisite’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders. • Owns the customer relationship, influencing and interacting with the C-Suite level. • Manages all facets of customer retention including participating in the resolution of customer concerns and defining, developing a customer contact strategy and pricing/growth plans. • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. • Liaises between customers and sales, technical service delivery, and accounting to resolve status, production, delivery and billing inquiries. • Reviews SLA and ensures structure is in place to deliver on contractual obligations. • Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved. • Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. • Conducts quarterly business reviews and advises customers on utilization. • Manages technical resource(s) to solve customer problems and escalations. • Negotiates and renews customer contracts. • Acts independently to determine methods and procedures on new or special assignments. • Indirectly leads and directs others and may lead large scale projects with potential enterprise impact. • Identifies and resolves unique situations of substantial significance in field of expertise or knowledge. • Applies ingenuity and creativity to problem analysis and resolution in complicated and/or novel situations. • Uses independent judgment to determine methods, techniques and evaluation criteria for obtaining desired outcomes.