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Job Mission and Purpose
We put our customers first, so they have the best experience possible with SAP’s Digital Supply Chain solutions. We are brave, bold, and deliver on our commitments. We celebrate when our customers win. Their success is our success. The Customer Engagement Executive (CEE) works directly with our Digital Supply Chain customers is guide them through their journey with our solutions. The CEE works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the Digital Supply Chain solutions portfolio. They achieve this by building strong relationships with our customers and helping them maximize the value of their partnership with SAP.
The CEE oversees key customer milestones throughout the customer lifecycle, from the deal signature, through to system provisioning, monitoring implementation progress, and business case achievement. The CEE is expected to serve as the strategic point of contact for the customer and to leverage appropriate resources across SAP functions to maintain overall customer health.
The CEE maintains a close working relationship with other colleagues and customer-facing personnel necessary to support assigned accounts (e.g. AEs, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk, and our ecosystem partners).
Example KPIs: (financial) business metrics used to track role effectiveness
The Customer Engagement Executive is a revenue-generating, non-Quota Carrying role. The compensation is based 50% on financial metrics and 50% by MBOs. Attainment is monitored via Success Map. All CEE role incentives should align to four categories:
- Retention/Renewal (40%): Protecting current revenue. Annual attainment of defined retention rates for the region in which the CEE is assigned
- Growth/Expansion (10%): Growing the business through upselling in existing Cloud customers. CEE attainment is based on annual achievement against the global target
- Engagement/Adoption (10%): Engaging customers, driving adoption, improving NPS, and finding/farming new references. CEE attainment is based on annual achievement against the global target.
- Other measures (40%): Other measures as defined and agreed with the CEE manager, and specific to the CEEs defined customers and market. This may include successful delivery of events, targeted saves, knowledge sharing, thought leadership & personal development. No more than 3 CEE specific measures should be defined.
Note: The CEE will work with a non-customer facing renewals specialist (shared service role) who will focus on the administrative parts of the renewal quote-to-cash process. The CRS manages quote creation, modification, and booking to ensure accurate renewal transaction. The CRS may provide financial reporting and account termination support.
Job Objectives | tasks and functions CEEs must accomplish to effectively perform their role
- The CEE is accountable to create and maintain a comprehensive view of their territory. They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
- The CEE will leverage system-based usage data, surveys, and all other forms of feedback to form the comprehensive point of view on clients/territory health & propensity to renew.
- The CEE develops and implements account strategies and implementation plans for emerging and renewal customers.
Build Account Relationships
- Develops trusting and deep relationship with customer stakeholders, by establishing a regular cadence 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.
- 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
- Drives customer references; pushes for reference stories across accounts
- Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account
Drive Value Realization
- Manages the renewal processes through qualification, needs analysis, commercial negotiation and close
- Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc.
- The CEE manages the renewal cycle for their customers in tight collaboration with the CRS.
- The CEE is accountable for engagement with the customer, account team, and other commercial stakeholders.
- Provide sales teams with information about the potential opportunity for license sales within and outside of the Digital Supply Chain portfolio
Experience and Educational
- 5+ years’ experience in the following areas:
- Sales, Pre-Sales, Services or Solution/Product Management
- Project management experience, including business process transformation and re-engineering
- Experience managing complex customer engagements
- Customer relationship management, sales, and sales team expertise in license or services domain
- Commercial experience, incl. developing account management plans and contract negotiations
- Line of Business experience in Supply Chain, Asset Management, Procurement, or Manufacturing
- Multilingual depending upon the region
- Multilingual capability is an advantage depending upon the region (minimum is a local language + English)
- Bachelor equivalent: Required; MBA or related post-Bachelor qualification is preferred
- Travel expectation is up to 40% of time on-site with customers
What You 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.