Customer Engagement Executive, SAP Cloud Platform West Job Date:
Jul 27, 2020
City: Boulder, CO, US, 80301
Requisition ID: 260310
Work Area: Sales
Expected Travel: 0 - 50%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire
to do something new. Together, they changed enterprise software and
reinvented how business was done. Today, as a market leader in
enterprise application software, we remain true to our roots.
That’s why we engineer solutions to fuel innovation, foster
equality and spread opportunity for our employees and customers
across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and
building lasting relationships with our employees. We know that a
diverse and inclusive workforce keeps us competitive and provides
opportunities for all. We believe that together we can transform
industries, grow economics, lift up societies and sustain our
environment. Because it’s the best-run businesses that make the
world run better and improve people’s lives.
The focus of this position is to expand our business for SAP
Cloud Platform for a defined set of customers, to ensure success
with their customers. Since SAP Cloud Platform is a subscription
service with contracts that auto-renew, the primary task is to
ensure that customers are successful with their adoption of SAP
Cloud Platform so that we can avoid contract terminations and grow
Job Mission and Purpose
To increase customer satisfaction, retention, renewals,
references and upsells for Cloud Platform customers by building
strong relationships with key customer stakeholders and helping
customers maximize the value of their partnership with SAP.
CEE is responsible for the day-to-day customer engagement from
signature onwards, particularly post-launch.
CEE team should have hands-on experts that can guide customers
from technical hands-on level to architecture, to strategy i.e.
full stack experts.
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.
CEE maintains a close working relationship with other colleagues
and customer-facing personnel necessary to support assigned
accounts (e.g. AEs, GAD, Support, Deals Desk, CRE (if applicable)
Example KPIs: (financial) business metrics used to track role
The business value of the CEE function is measured based on
achieving targets associated with the number of customer contract
renewals, amount of contract renewal revenue, number of reference
able customers, customer satisfaction (NPS) and upsell revenue
generated from existing customer accounts. Specific targets are
Job Objectives | tasks and functions CEEs must accomplish to
effectively perform their role
Enterprise & Solution Architecture Architecture led
Provide customers “To-Be” State -Architecture led engagements
and POC led engagements
Identify Whites spaces improving the business process with
Drive innovation and have an understanding of Innovation
Drive Re-platforming discussions with Customers
Structured including an overview, problem statement, as is
landscape, to be landscape, demo, roadmap
Understand competing products and impact on customer
Drive Value Realization
Proactively engages customers post-sale to ensure they get
maximum value from SAP CP solutions; facilitates customer
engagement and adoption by utilizing workshops, best practices, VIP
webinars, thought leadership, etc.
Build Account Relationships
Develops a trusting and deep relationship with multiple
stakeholders, by establishing a regular cadence of interactions
(e.g., email, regular calls, JAM, Customer Relationship Reviews,
etc.); maintains a log of interactions
Advocates for and becomes the voice of the customer within SAP;
understands competitive threats and utilizes proper escalation
channels to help customers during times of need.
Improve customer satisfaction over baseline as defined by Net
Promoter metrics and generate the maximum number of reference
Manage customer renewal, including full execution of the entire
opportunity-to-win cycle (including CRM, pricing, rev req, legal,
Create and maintain a rolling four-quarter view of
Analyze data on usage, surveys and all other forms of feedback
to form the comprehensive point of view on clients/territory
Report on health & propensity to renew
Works closely with administration and renewals to ensure renewal
forecasts are executed on-time
Drives customer references; pushes for reference stories across
Establishes success metrics agreed with the customer and
documented in Executive Summary reports; tracks and addresses
reference blockers for each account
Effective Communication Management Secondary Objective
Know how to get things done through formal channels and informal
Engage client early to understand the big picture, proactively
position value and assist with
Relationship Management Tertiary Objective
Promotes customer community by driving participation in customer
events (VIP sessions, Reference Program, etc.)
Works with marketing to ensure customer groups meetings take
place frequently in the territory and are communicated to
Upselling/Cross-selling Tertiary Objective
Identify upsell potential: Give sales information about the
potential opportunity for license sales
Identify cross-sell potential: Give sales information about the
potential opportunity to sell other products
Skills & Competencies
Expert business knowledge of the PaaS markets, including deep
knowledge of the offerings in the market today.
Competitive knowledge of PaaS solutions, such as Google Cloud
Platform, BlueMix, Azure, and force.com.
Experience with cloud solutions.
Awareness of Enterprise Architecture Methodology- TOGAF, EAF,
Consulting & Development experience
Able to work with EA and C levels to help shape or drive
Deep technical knowledge - Hands-on skills
Solution Architecture Review and Recommendations
Sound understanding of newer technology like Blockchain,
Conversational AI, Robotic automation Process, etc.
Solution understanding of one or more SAP solution(s) in the
area of SuccessFactors, Ariba, and SAP Business Suite/ S4HANA
Experienced in Commercial Negotiations and Contracting
Ability to work effectively in a complex matrix and global
Ability to develop, lead, and work effectively in virtual
Strong Project Management skills.
Proven effectiveness in building and scaling operational
Demonstrated ability to meet and exceed deadlines and a track
record of achieving personal targets.
Excellent communication (oral and written), presentation,
program management, and organizational skills.
Willingness to travel (30% to 50%) and the ability to adapt for
unique business and cultural practices of each region/country.
A self-starter, with energy and drive and the ability to manage
Demonstrated background in solving issues of scale with
WHAT YOU CAN GET FROM US
Success is what you make it. At SAP, we help you make it your
own. A career at SAP can open many doors for you. If you’re
searching for a company that’s dedicated to your ideas and
individual growth, recognizes you for your unique contributions,
fills you with a strong sense of purpose, and provides a fun,
flexible and inclusive work environment – apply now.
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:
Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ:
Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for
reasonable accommodation will be considered on a case-by-case
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment
without regard to their age, race, religion, national origin,
gender, sexual orientation, gender identity, protected veteran
status or disability.
Additional Locations: Virtual - USA
Nearest Major Market: Boulder
Nearest Secondary Market: Denver
Job Segment: Cloud, SAP, ERP, Consulting, Program Manager,