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Account Engagement Manager

SAP Full-Time  United States 6 Sep 2022

Job Description

Title: Ariba AMS Account/Engagement Manager

Location: Palo Alto, CA, US, 94304

Work Area: Consulting and Professional Services

Expected Travel: 0 – 20%

Employment Type: Regular Full Time

Additional Locations: Virtual – USA

Customer Focus

  • Project manager responsibility and ownership across multiple strategic customers and working to effectively establish priorities and manage expectations/escalations
  • Build and foster customer relationship to drive customer success and solution adoption
  • Engaged actively and critically in issue management, work progress tracking, and future de-escalation planning
  • Develop understanding of customer-specific processes, configuration, landscape, pain points; provide guidance to internal support team
  • Work closely with the client in meeting (phone calls, face-to-face) and exceeding their expectations for the projects they are supporting
  • Develop partnerships with global internal support teams to drive resolution for customer challenges
  • Deliver premium-level post-deployment issue resolution and support

Ariba Solution Focus

  • Get clear understanding of any technical/functional issue in the application that was experienced and reported by our customers
  • Responsible for assessing functional/technical issues and developing system solutions for the deployment and the ongoing post-deployment support of Ariba cloud (OnD) based products and solutions
  • Develop functional and technical expertise for new features and functionality
  • Deliver expert solution support assistance to address current project difficulties and major functional issues
  • Develop tools and solutions that improve productivity and leverage team knowledge growth
  • Collaborate with SAP Ariba professionals to deploy a holistic analysis approach to complex and cross-component system platform issues
  • Master and use available means for customizing Ariba application and develop a solution meeting customer functional/technical requirements


Project Management / Customer Relationship Management

  • At least 3 years of experience in a lead customer relationship role
  • Technical planning, implementation and configuration over the full project cycle
  • Writes and reviews concepts or detailed blueprints of IT implementations or IT operations
  • Can successfully handle an escalation project; customer-focus and empathy
  • Executive presence and ability to form strategic working relationships with internal/external leadership
  • Superior communication skills with strong technical focus

Ariba Functional/Technical Experience

  • At least five years professional experience and two years in a consulting capacity
  • Technical expertise in solutions integration and architecture
  • Customization/configuration of Ariba solution suite based on business requirements
  • Active Member of a technology related community


  • Degree in sciences (computer, natural, technical) or equivalent work experience
  • Fluency in English; fluency in other Latin American or European languages a plus
  • Solution expertise in features, functionality and applicability of the entire Ariba solution portfolio, including Buying & Invoicing (P2X), Sourcing, Contracts, SLP, Risk, Ariba Network, Cloud Integration Gateway
  • Current certification in at least 2 Ariba solutions (SAP Ariba Procurement, SAP Ariba Sourcing, SAP Ariba Contracts, SAP Ariba SLP, Cloud Integration Gateway, etc)
  • Detailed knowledge of several operating systems and SAP applications
  • Solid knowledge of SQL, Java (or C/C++/C#), HTTP, HTML and Javascript and XML
  • Basic understanding of web and network security standards and protocols (SSL, SSO, HTTPS, certificates)
  • Overall ownership/accountability – high level of attention to detail, sense of urgency/follow-through
  • Relationship management – builds trust, ability to address critical issues and de-escalate, manage/set appropriate boundaries and expectations
  • Good consulting skills, including written/verbal communication in English and teamwork
  • Ability to travel on occasions (10-20%)

16 days

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