Customer Engagement Manager

Job description / Role

Customer Engagement Manager, ME North Job

Requisition ID: 189338
Work Area: Sales
Expected Travel: 0 - 20%
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.

Purpose and Objectives
The SAP C/4HANA suite is designed to offer businesses an integrated approach to deliver real-time experiences, using trusted and consent data of their customers, to their customers across all digital channels. Customers will be able to exchange information, such as customer data, between a range of systems to produce a 360-degree view.

Five clouds - SAP Sales Cloud, SAP Commerce Cloud, SAP Marketing Cloud, SAP Service Cloud, and SAP Customer Data Cloud - that work individually and together so that customers can manage and transform their relationships with customers. As SAP C/4HANA they work together with the SAP S/4HANA suite, simplifying the links and smoothing the path between front office and back office

In one simple chain of processes, optimized for machine learning, Iot and block chain, and on an innovation curve rather than a plateau.

The Customer Engagement Executive has overall responsibility for the daily management of assigned SAP Hybris Cloud customer accounts. This includes account management strategies for full system adoption and utilization and expansion plans to ensure profitable growth within these customers. Everything the CEE does on a day-to-day basis with their customers, supports the goals of optimal system adoption, revenue retention and expansion. The Customer Success & Renewals team focuses on the strategic accounts of SAP Customer Experience.

The CEE's mission is to increase customer retention, renewals and upsells/Cross-sells by building strong relationships with key customer stakeholders and ensuring customer adoption full functionality to maximize the value of their partnership with SAP.

The CEE is the primary point of contact for the customer. They are expected to have a strong view of what 'operating in the cloud' means and to be able to articulate that viewpoint to the customer. They are to join the customer on their Omni-channel strategy, business and digital transformational journey, advising them on potential bumps in the road, encouraging Cloud behavior and steering the customer away from the pitfalls of On Premise thinking. CEEs are field-based and are assigned to approximately 5-20 customer accounts.

Expectation and Tasks

Drive Value Realization
• Understand customer needs, and how to leverage SAP C/4HANA solutions to address them.
• Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP C/4HANA investment.
• Consistently monitor account health, identify early warning signs for risk, and proactively address problems.
• Use risk management to create the overall account plan for the customer
Effective Commercial Management
• Manage, track, and update account activities in terms of subscriptions, financial practices, contract terms, and product usage
• Retain current revenue footprint and look for expansion opportunities
• Work closely with administration and renewals to ensure renewal forecasts are executed on time.
Build Account Relationships
• Develop trusting and deep relationship with multiple SAP internal and customer stakeholders.
• Understand various levels of customer organization (C-Level, System Admin/User, Marketing, Finance, IT, etc.)
• Advocate for and become voice of customer within SAP; understand competitive threats and utilize proper escalation channels to help customers during times of need.
Manage Reference Ability
• Drive customer references and business transformational stories across accounts.
• Establish success metrics, annual goals and key objectives agreed with the customer.

Requirements

Education and Qualifications / Skills and Competencies
• Commercial experience including experience developing account management plans
• Experience in Sales/Presales, CRM, Digital Marketing and E-Commerce.
• Experience in managing complex customer engagements
• A self-starter, with energy, drive and the ability to manage multiple priorities. Experience acting as a trusted and strategic advisor to customer’s Strong knowledge of SaaS models and Cloud mindset.
• Strong ability to organize, prioritize and execute to meet your goals in time
• Capability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
• Strong oral and written communication skills with the ability to credibly present recommendations to senior management in the organization; proven capability to adapt communication style to fit geographically diverse styles.
• Ability to identify and understand the needs of the customers, hence leading up to an opportunity
• Capability to acquire a thorough knowledge of SAP products and ecosystems, and be able to communicate and demonstrate their value

Required Skills:
• Ideally product know-how on SAP C/4HANA suite with a focus on the cloud solutions
• Deep sense of accountability and ownership
• Forward thinking and Solution Oriented
• Fluent in Arab, English other languages for the region are a plus
• Executive presence (internal and external)
• Capability to support and drive cross-functional teams and programs
• Excellent negotiation skills
• Rapport building & conflict management skills

Preferred Skills:
• Aptitude for creative/innovative thinking and analysis
• Sales and solutions focus
• Proactive and responsive

Work Experience
• More than 10 years of experience working with external clients (consulting, account management, or project experience) either within an SAP cloud solution and/or industry based.
• Alternatively, you have gained an equivalent amount of experience in a customer facing role.

SAP'S Diversity Committment
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. Requests for reasonable accommodation will be considered on a case-by-case basis.

Successful candidates might be required to undergo a background verification with an external vendor.

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.