Customer Engagement Executive

**We help the world run better**

**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
- 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

**We build breakthroughs together**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 339867 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.