- Location
- Johannesburg, Gauteng, South Africa · published
- Type
- Full-time
- Department
- Finance
- Seniority
- Lead
- Source
- Workable
Description
Innovation is and will always be at the core of SAP Fioneer, and it is the promise of why we were spun out of SAP: agility, innovation, and delivery.
SAP Fioneer builds on a heritage of outstanding technology and a deep understanding of corporate and consumer demands. At the heart of it all, we bring financial services to the next level with innovative software solutions and platforms.
We help companies in the financial services industry achieve speed, scalability, and cost-efficiency through digital business innovation, cloud technology, and solutions that cover banking and insurance processes end-to-end.
A global company, rapid growth, innovative people, and a lean organization make SAP Fioneer a place where you can accelerate your future!
About role
In the role of Field Engagement Lead at SAP Fioneer, you are the primary customer-facing point of contact and embedded advisor responsible for driving the success of ongoing service engagements within the banking and financial services space.
Acting as a Field Engagement Specialist, you will be responsible for developing and managing customer service plans, coordinating the delivery of planned and on-demand services, and ensuring effective utilisation of contractual value in line with customer requirements. In this role you will own the operational relationship with your customers while also carrying broader strategic, executive, and financial accountability. You will coordinate cross-functional teams, safeguard service quality, lead facilitate the resolution of critical escalations and ensure that the value committed to our customers is consistently delivered. Confident in engaging stakeholders up to C-Level, you are expected to combine advisory insight, commercial awareness, and strong delivery management to turn customer needs into measurable outcomes.
Responsibilities
- Act as the dedicated customer-facing point of contact and embedded advisor for the Technical Safeguarding engagement.
- Develop and manage the service plan, including service planning, execution, contractual value utilization and adjustments.
- Coordinate internal Fioneer resources across Product Support, services and other relevant teams to meet customer requirements.
- Manage on-demand service requests and identify the appropriate functional or technical experts when additional support is required.
- Coordinate incident follow-ups, maintaining communication with Product Support and keeping the customer informed.
- Provide relevant product and service advisory based on the customer's setup, requirements and SAP Fioneer product roadmaps.
- Manage service reporting, governance, contractual utilisation and collaboration with SAP TQM where applicable.