Job Summary: The Senior 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 Senior 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 Senior 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. Most Senior CEEs are field-based and will be assigned to approximately 10-20 customer accounts.
Key Duties and Responsibilities:
Formulate and implement account strategies and implementation plans 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 opportunities
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
Qualifications, Skills and Experience:
The ideal candidate for the UAE job placement should preferably hold a Bachelor’s degree
At least five to seven years of experience in the following areas:
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 e-business 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
Selling or delivering consulting services
Managing complex customer engagements
Complex Account Management
Multi-lingual depending upon region
Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
SAP is a German multinational software corporation that makes enterprise software to manage business operations and customer relations. SAP is headquartered in Walldorf, Baden-Württemberg, with regional offices in 130 countries.