SAP SAP - (Senior) Customer Engagement Executive Cloud HCM (f/m) Job in Virtual - Germany, Germany
Requisition ID: 127625
Work Area: Sales
Location: Virtual - Germany, all SAP Germany locations possible
Expected Travel: 0 - 50%
Career Status: Professional
Employment Type: Regular Full Time
SAP’s vision is to help the world run better and improve people’s lives.
As the cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries run better. SAP empowers people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.
At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. You’ll work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you’ll be able to get more out of your career. It’s no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.
Now it’s your turn to take the next step and help make the world Run Simple.
The (Senior) Customer Engagement Executive will provide high-touch strategic account management to a small portfolio of high value enterprise customers by collaborating and building trust-based relationships at the executive level through a relationship strategy focused on mutual success. There, s/he will define and deliver high value solutions, plan and lead customer activities to define complete solutions that address customer needs across the SAP portfolio or products, solutions and platforms. In addition to that, the (Senior) Customer Engagement Executive will orchestrate and manage SAP resources across the areas of expertise to deliver a consistent and effective implementation roadmap and translate solution needs into a compelling investment strategy.
The focus of the team is to increase the value derived by customers, maintain and grow customer satisfaction and renewal rates and ensure cross functional collaboration and long term executive engagement and sponsorship.
EXPECTATIONS AND TASKS:
Provide thought leadership and assume a key individual contributor role on the Customer Engagement team, which will drive improved NPS, value, stickiness and ultimately revenue from key customers. This will include but not be limited to:
Drive executive steering committee meetings, quarterly ROI meetings, annual customer value workshops
Partner with the Sales Manager and account team to develop and execute on the account strategy
Partner with the Platinum Support rep to ensure high impact semi-annual support health checks
Partner with customers to drive engagement and value
Engage customer early to understand their business objectives, measures of success and strategy to proactively position value and assist with execution
Proactively work with customers to reduce and/or expedite escalations and help facilitate proper ownership and resolutions
Own and manage communication and customer execution plan to ensure continuity and cross functional collaboration
Maximize impact of cross functional resources and personally intervene when appropriate
Advocate on behalf of customers with product management, engineering and management for critical product enhancements and issue resolution
Conduct root cause and corrective analysis input to the support, development and Product teams driving continual process improvement making the customer experience more proactive, and predicable Partner with the broader account team (sales, services and support, executives) to provide seamless customer interaction and escalation where needed
Define and execute account strategy with sales RVP and account managers for your accounts
Partner with account managers to ensure appropriate sponsorship exists for assigned key accounts.
Ensure appropriate engagement of cross functional resources to drive engagement, value and retention
Create and maintain a rolling 4Q view of account portfolio
Analyze data on usage, surveys and all other forms of feedback to form comprehensive point of view on customers
Report on health, propensity to renew and customer action plans
Complete customer health evaluations
Introduce customer to new products/services that match business needs and goals through coordinated engagements with sales
Successfully establish the customer as a reference account
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:
Excellent German and English language skills
Ability to articulate SuccessFactors’ value to senior executives within the customer account confidently and clearly
Must have a bias for action, highly motivated and goal oriented with the proven ability to work independently and maintain a high level of collaboration across geographically diverse teams
Ability to organize, prioritize, complete activities and meet deadlines
Requires ability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
Proven ability to maximize delivery within cross-functional teams who have no direct reporting relationships through professionalism, professional courtesy and action.
Requires strong oral and written communication skills (with two years’ experience working with external customers) with the ability to credibly present recommendations at senior levels in the organization; proven ability to adapt communication style to fit geographically diverse styles.
Requires the ability to understand the sales aspects of customer relationships such that the net result of work done is a customer who is willing to buy.
Requires the ability to acquire a thorough knowledge of our products and be able to communicate and demonstrate the value they provide.
Ideally possesses analytics experience and can leverage pivot tables and similar tools
7 years’ experience in sales, account management or project management with a focus on HR/ HCM/ people management
3 years work in HR leadership
Strong HR background and previous account management experience in the area of HR is mandatory
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, sensory 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 contact us at Careers.Germany@sap.com . Requests for reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No Selection