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Customer Engagement Executive, SAP Cloud Platform West Job

Company: SAP SE
Location: Boulder
Posted on: September 12, 2020

Job Description:

Customer Engagement Executive, SAP Cloud Platform West Job Date: Jul 27, 2020

City: Boulder, CO, US, 80301

Company: SAP

Requisition ID: 260310

Work Area: Sales

Expected Travel: 0 - 50%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

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 contract values

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) etc.

Example KPIs: (financial) business metrics used to track role effectiveness

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 listed elsewhere.

Job Objectives | tasks and functions CEEs must accomplish to effectively perform their role

Enterprise & Solution Architecture Architecture led Engagement

Provide customers “To-Be” State -Architecture led engagements and POC led engagements

Identify Whites spaces improving the business process with Technology

Drive innovation and have an understanding of Innovation framework

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 landscapes

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 customers

Retention

Manage customer renewal, including full execution of the entire opportunity-to-win cycle (including CRM, pricing, rev req, legal, forecasting, etc.)

Create and maintain a rolling four-quarter view of territory:

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

Manage Reference-ability

Drives customer references; pushes for reference stories across accounts

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 networks

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 customers

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, etc.

Solution Architecture

Consulting & Development experience

Able to work with EA and C levels to help shape or drive strategy

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 situations

Ability to work effectively in a complex matrix and global environment.

Ability to develop, lead, and work effectively in virtual teams.

Strong Project Management skills.

Proven effectiveness in building and scaling operational processes.

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 multiple priorities.

Demonstrated background in solving issues of scale with out-of-the-box thinking.

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 basis.

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, Technology, Management

Keywords: SAP SE, Boulder , Customer Engagement Executive, SAP Cloud Platform West Job, Other , Boulder, Colorado

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