SAP Ariba Customer Engagement Expert

Job description / Role

SAP Ariba Customer Engagement Expert - Dubai Job

COMPANY DESCRIPTION:
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably. SAP Ariba is rethinking how work gets done in this new, digital economy. It is more critical than ever that your business adapts. How you manage your supply chain - your supplier relationships, your transactions, the business you need to do with your suppliers - is no exception. Automating the basic process of any supply chain is important, but it's not enough. To get control of your supply chain and your spending, you need to shift your perspective from the process to the bigger picture. And you need to find a technology partner that can help. A partner who can help you think holistically about how you can collaborate with your suppliers, who understands the complexities of managing a healthy supply chain, and who can connect every part of your purchasing process across your entire business while giving your suppliers a way to better manage and grow theirs.

SAP Ariba integrates the entire buying process across your entire organization. When you connect to Ariba Network, you connect to millions of suppliers across direct and indirect expense categories.

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.

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
- Expand business process automation across the specific Line of business applications
- Increase the customer's usage of their contracted cloud applications up to and beyond the entitlements that they have.
- 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

Requirements

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 / equivalent working experience

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.

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.