Senior Customer Engagement Executive - Digital Supply Chain

Job description / Role

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

Key Areas of Responsibility and Tasks

We put our customers first, so they have the best experience possible with SAP's Digital Supply Chain (DSC) solution offerings. We are the Intelligent Suite, we are brave, bold and deliver on our commitments. We celebrate when our customers win. Their success is our success.

The Senior Customer Success Partner (Senior CSP) (female, male, diverse) works directly with our DSC Strategic customers to guide them through their journey with our offerings. The Senior CSP works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the DSC solutions portfolio. They achieve this by building strong relationships with our customers and helping them maximize the value of their partnership with SAP.

The Senior CSP oversees key customer milestones throughout the customer lifecycle, from deal signature, through to system provisioning, monitoring implementation progress and business case achievement. The Senior CSP 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.

Account & Territory Management

- The Senior CSP has overall responsibility for the daily management of ~25 assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.
- The Senior CSP is accountable to create and maintain a comprehensive view of assigned accounts or their territory through proactive account planning, and alignment of customers' business strategies to product, solution and partner road mapping.
- They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
- The Senior CSP will leverage system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew.

Building Account Relationships

- Develops trust and deep relationship with customer stakeholders, account key decision makers and executive sponsors by establishing 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.
- The Senior CSP will be managing accounts with complex systems, stakeholder networks and higher ranges of Total Managed Contract values.
- The Senior CSP maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. IAE, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk, DSC Delivery and our ecosystem partners).
- Promotes customer community by driving participation in customer events (VIP and LoB-specific sessions, Reference Program, etc.).

Nurture References

- 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, webinars, thought leadership, etc.

Manage Retention

- The Senior CSP is accountable for engagement with the customer, account team and other commercial stakeholders.
- The Senior CSP manages the renewal cycle for their customers in tight collaboration with relevant internal stakeholders, effective positioning of the specific Line of Business value proposition to leverage adoption of our solutions and services necessary to support the customer.
- Drives opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth opportunities.
- Facilitates quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships.

Upselling/Cross-Selling

- 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.
- The Senior CSP is a proactive member of assigned Virtual Account Teams and will provide sales teams with information about potential sales opportunity within and outside of the DSC portfolio.

Requirements

Education:

- Bachelor's degree, MBA preferred
- Multilingual capability is an advantage depending upon region; minimum is local language + English
- Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
- Experience in using various CRM systems, Totango as well as additional SAP internal systems and applications to manage accounts and opportunities

Work Experience:

6+ years' experience in the following areas

- CE&X, Sales, Pre-Sales, Services or Solution/Product Management
- Line of Business experience in Digital Supply Chain or equivalent experiences in other Cloud LoB's
- 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, cloud or services domain
- Commercial experience, incl. developing account management plans and contract negotiations
- 2+ year managing strategic accounts in SAP

We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

Our inclusion promise

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.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

About the Company

Headquartered in Walldorf, Germany, SAP is the world's largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide.

Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally.

As the global technology research unit of SAP, SAP Research significantly contributes to SAP's product portfolio and extends SAP's leading position by identifying and shaping emerging IT trends through applied research and corporate venturing. SAP Research has highly skilled teams in 11 research centers worldwide.