SAP Critical Customer Engagement Manager @ SAP Ariba Job in Prague, Czech Republic

Requisition ID: 204338

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Limited Full Time


SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.


As a key part of SAP Ariba, Critical Customer Engagement (CCE) is an organization with the goal to convert critical customer situations from a critical exception mode back into “business as usual” engagement.

CCE has the objective to manage and drive critical/at-risk situations within SAP Ariba, with tight integration into incident escalation process in SAP Ariba. Resolve critical top issues (technical/functional) from customers managed in Critical Customer Engagement process

Drive cross issues across customers as cross functional governance with identified owners from cross LOB’s (Engineering/Operations/ACO/SMO) Escalation Engineering in partnership with Cloud Adoption Engineering and Support teams, One scrum approach for troubleshooting/debugging to solve complex/urgent issues

Identify best practices to be leveraged for pro-active service content as part of preferred care offering, Program support for premium offerings (Feature, Preferred Care, SAP MaxAttention)

Partner with SAP MCC/MCS processes for end to end support model. Align with Hybrid Deployment Room model for providing engagement models/best practices for MaxAttention customers

Some additional activities include : Critical cloud Evaluation and de-escalation of complex critical customer situations to derive appropriate action plans. Orchestration of top issue resolution with all involved cloud stakeholders, within and outside of SAP Ariba. Securing commitment of all the necessary organizations and levels within SAP. Installed base overview on critical customer situations as a basis for regular executive level Reporting. Avoidance of global escalations.


  • Strong negotiation & conflict management skills

  • Ability to analyze complex problems, both business process and technology related, and to resolve them by implementing actionable measures

  • Technical and / or application architecture skills in the SAP SaaS product environment

  • Ability to make fast and reliable decisions within strict deadlines and involving complex environments or situations (also in non-expertise working areas)

  • Strong interpersonal skills and the ability to work in virtual teams across the globe and customers on all levels of their organization

  • High level of flexibility & availability required also for working on weekends and within a shift model; willingness to learn on a continuous basis

  • Knowledge in at least one technology: Splunk, JAVA, PI, integration skills, etc.

  • Knowledge about our SAP SaaS products (SuccessFactors, S/4 HANA Cloud, Ariba, C4C, ByD, Fieldglass, Concur, etc.)

  • Fluent English and knowledge of further languages would be beneficial


  • Min. 5 years of work experience with SAP

  • Min. 2 year of solution and technology knowledge of SAP’s portfolio and related business processes, preferably in the SAP Cloud portfolio

  • Experience in managing projects with cross-functional teams


Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: or , APJ: , EMEA: ).

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

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