Customer Engagement Executive (m/f) Job

Description de l'offre

Requisition ID: 138715
Work Area: Customer Service and Support
Expected Travel: 0 - 30%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION

 

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

 

JOB DESCRIPTION:

The Customer Engagement Executive (CEE) has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.  The focus of this position is twofold, to maximize the value that customers and SAP receive through adoption and use of the Network and to ensure that the customers deploy and use of all of their entitled subscription software.  The CEE is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management.  The CEE is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer.  The CEE role may be inside or field based.

 

EXPECTATIONS AND TASKS:

·  Develop and implement account strategies and implementation plans for emerging and renewal customers that further existing account adoption and identify new business opportunities within assigned accounts.  These plans should:
·  Increase spend under management, network adoption, transaction volume and trading relationships on the Network
·  Ensure rapid adoption and enablement of solutions that drive network value for the customer
·  Expand business process automation across the specific Line of business applications
·  Increase the customer’s usage of their contracted cloud applications up to and beyond the entitlements that they have.
·  Track SLA performance and overall customer satisfaction
·  Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
·  Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, AGS support personnel, GADs, MPs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
·  Act as primary escalation point for cloud solutions for those accounts within their portfolio
·  Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting  of the renewal and network growth
·  Deal management and commercial negotiation of the entire opportunity (from opportunity to close)  for renewals
·  Facilitate quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships
·  Manage new account assignment into portfolio

 

WORK EXPERIENCE:

·  3-5 years of experience in the following areas:
·  Selling or delivering consulting services
·  Managing complex customer engagements
·  Commercial experience including experience developing account management plans and contract negotiation
·  Line of Business specific experience – specific to the LoB that they are being primarily hired into. Examples include:
·  Supply chain, Finance and Procurement and eBusiness expertise
·  Human capital management, recruitment, learning, compensation and talent management expertise
·  Customer relationship management, sales, sales force automation and sales team management expertise
·  Financial systems, financial planning and enterprise resource planning expertise
·  Complex Account Management

 

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

·  Multi-lingual a plus depending upon region
·  Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
·  Bachelor equivalent: yes

 

SAP'S DIVERSITY COMMITMENT

 

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 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: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations:

Profil recherché

EXPECTATIONS AND TASKS:

·  Develop and implement account strategies and implementation plans for emerging and renewal customers that further existing account adoption and identify new business opportunities within assigned accounts.  These plans should:
·  Increase spend under management, network adoption, transaction volume and trading relationships on the Network
·  Ensure rapid adoption and enablement of solutions that drive network value for the customer
·  Expand business process automation across the specific Line of business applications
·  Increase the customer’s usage of their contracted cloud applications up to and beyond the entitlements that they have.
·  Track SLA performance and overall customer satisfaction
·  Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
·  Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, AGS support personnel, GADs, MPs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
·  Act as primary escalation point for cloud solutions for those accounts within their portfolio
·  Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting  of the renewal and network growth
·  Deal management and commercial negotiation of the entire opportunity (from opportunity to close)  for renewals
·  Facilitate quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships
·  Manage new account assignment into portfolio

 

WORK EXPERIENCE:

·  3-5 years of experience in the following areas:
·  Selling or delivering consulting services
·  Managing complex customer engagements
·  Commercial experience including experience developing account management plans and contract negotiation
·  Line of Business specific experience – specific to the LoB that they are being primarily hired into. Examples include:
·  Supply chain, Finance and Procurement and eBusiness expertise
·  Human capital management, recruitment, learning, compensation and talent management expertise
·  Customer relationship management, sales, sales force automation and sales team management expertise
·  Financial systems, financial planning and enterprise resource planning expertise
·  Complex Account Management

 

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

·  Multi-lingual a plus depending upon region
·  Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
·  Bachelor equivalent: yes

 

SAP'S DIVERSITY COMMITMENT

 

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 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 , , ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: