Great company focused on customer satisfaction - Architect Principal bei SAP: Mitarbeiterbewertung

I really liked my role at SAP. After being a cloud Customer Success Manager supporting strategic clients for several years, I moved into a group doing digital customer outreach including producing newsletters, release enablement, webcasts, documentation, event registrations, etc. Salary and bonuses were good, no complaints there.

No real cons for the job that I was in, except that our group was eliminated by the corporate restructuring and reduction in workforce in North America in 2025. I would have loved to stay but unfortunately we probably showed up on a restructuring spreadsheet somewhere and it was determined that our services were no longer needed. We off-boarded most of our work to other existing employees (who already had full time jobs), which felt unfair to them, but that is how it shook out.

The people at SAP are very friendly and collegial. First line management has been supportive (even though they don't generally have the power to change or improve anything).

SAP could execute better if it would breed and manage a culture of accountability, instead of people not doing their jobs properly with no repercussions. So many things seem to require an "escalation" to get anything done. SAP needs to get much better at product support, since poor product support is common and dramatically impacts customer satisfaction. SAP used to have a strong industry strategy, and customers used to buy because of it. But they have let this strength atrophy and the customers see it and are disappointed. SAP used to value high levels of skill and experience and customers knew that this was a strength of our company. Now, the perception is that SAP values "low cost" resources more, which don't come with the skill and experience to be able to effectively sell, implement and support our complex solution portfolio. SAP needs to get much better at offering career paths to high performing employees. Nowadays, one has to leave SAP in order to progress in a career path. The systems and tools that SAP provides to employees to get their jobs done have become atrocious and low quality. This severely limits employee productivity. Operational management of SAP business process has become very poor. They need to have management that is accountable for managing process effectiveness. The firing and replacement of senior leadership is constant. Makes it seem like no one knows what they are doing.