Tech Touch Specialist, Virtual Customer Engagement Practice Ce&x Job in Vancouver for SAP |

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Tech Touch Specialist, Virtual Customer Engagement Practice Ce&x

September 17 2021
Industries IT: Software
Categories Data Centre, Warehousing, Cloud, Information Technology, IT, Project management, Project Management, Business Analysis
Vancouver, BC • Remote

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

This Virtual Customer Engagement Practice (VCEP) is a team that drives a global, outcomes focused CE&X Front Engagement model to drive customer success at scale. We have two distinct motions: Proactive vCSP Outreach & Tech Touch. Tech Touch is our most strategic initiative of the year!

The VCEP is looking for a Tech Touch Specialist. The Tech Touch Specialist will work with the Global Tech Touch Program Manager in pursuit of driving customer success at scale. The Tech Touch Specialist is responsible for overseeing Totango operations, Tech Touch Content Coordination, data, and internal communications. He/she is responsible for ensuring that the customers success platform functionality is enabled to support automation, that Tech Touch campaigns are consistent, engaging, on-brand and effective in driving customer outcomes, and that measurement of campaign success is tracked and leveraged in pursuit of continuous improvement.

The ideal candidate has an interest in customer success, project management, time management, and technical aptitude. We’re looking for someone who is energized by contributing to continuous process improvement, and enjoys the excitement of something new!

To excel in this role, you need to be:

  • Able to communicate effectively across multiple regions
  • Able to work in a dynamic fast-paced organization
  • Passionate about customers
  • A multiplier, someone who goes beyond the job description to contribute strongly to others on a high performing team
  • Flexible, self-aware, highly motivated and open to feedback
  • Have a keen interest in continuous process improvement

Role Responsibilities

  • Customer Success Platform Operations – successplay submission, segmentation expertise to oversee campaign criteria coordination, totango reports, TT Dashboard insights coordination.
  • TechTouch charter ownership
  • Content Coordination - campaign content, localization, landing page in coordination with Digital Scale content team.
  • Data - coordinating dashboard data input, dashboard governance, and recommendations for program optimization based on insights
  • Internal communications – Create and socialize regular Tech Touch updates on progress, milestones and achievements to internal stakeholders (VCEP Fields, CE&X key stakeholders)
  • Work with both external and internal resources to oversee campaign localization.
  • Contribute to an ongoing enablement of internal stakeholders as it relates to Tech Touch program
  • Collaborate with cross-functional team to influence business process optimization for TT

Required Skills:

  • Professional experience in project management and multi-tasking and oversight of multiple tasks delivered against set deadlines
  • Must be able to use data to present insights, evaluate engagement and make recommendations.
  • Must be able to understand, critique and give feedback on good content design & delivery methods
  • Demonstrated experience developing, executing and evaluating campaigns
  • Understanding of Customer Success Platforms
  • Ability to work well in a team as well as independently
  • Possesses a positive self-motivated can-do attitude
  • Excellent trouble shooting and problem-solving skills


  • Bachelor’s in Communications, Business Administration, or a related field of study
  • Nice to have – PMP certification

We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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:

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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

Requisition ID:305675 | Work Area: Sales Operations | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:

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