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Senior Customer Engagement Executive Job

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Date: Jun 14, 2019

City: Beijing, 11, CN

Company: SAP

 

 

Requisition ID: 219027
Work Area: Sales
Expected Travel: 0 - 10%
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.

About the role:

The SAP SuccessFactors Senior Customer Engagement Executive (CEE) is the face of SAP for their assigned customers. Our CEEs are devotedly customer centric with a passion for cloud technology, a robust understanding of HR practices and a forward thinking outlook as they partner with their customers on their transformation journeys. The CEE ensures our partnership with the customer helps realise the findings from the original business case. The CEE promotes the adoption and utilisation of the customer’s existing SuccessFactors solutions as well as identifying and positioning other SuccessFactors and SAP solutions for the overall health and success of the customer.

 

Trusted Advisor / Drive Customer Value:

The CEE is the customer’s trusted advisor and principle advocate into SAP. The CEE partners with their customers throughout the different phases of their transformation journey. Drawing upon their HR experience, knowledge of the customer and industry insights and trends, they ensure the customer realises the full value of their SuccessFactors solution and ultimately their HR and business transformation. This is demonstrated by:

 

  • Providing tailored guidance to customers on how best to deploy their SuccessFactors investment so as to successfully align their people strategy with their business objectives.
  • Simplifying the customer’s experience with SAP by aligning and highlighting the various internal support and services teams, customer communities and online resources available to them.
  • Acting as the customer advocate internally, positioning customer insights, experiences and needs to be leveraged by the broader SAP business as we continually focus on our customer for life ethos.
  • Collaboratively developing a customer engagement plan, agreeing on the customer’s success metrics  and promoting customer leading practices regarding cadence, objectives and partnership.
  • Taking a leading role as a member of the SAP value added team for the customer’s entire SAP landscape, having a holistic view of the customer’s functional projects and priorities.
  • Partnering with customers to achieve active engagement in SAP lead initiatives such as customer satisfaction surveys, business transformational stories, customer reference program and SAP events.

 

Solution Adoption / Revenue Retention & Growth:

The CEE’s focus is to create customer satisfaction, drive customer retention, subscription renewal, solution adoption and portfolio expansion for SAP. The CEE achieves this by building strong relationships with their customers and aligning solution opportunities to business and people strategies. In addition to this, CEEs also enable their customers’ long term success by advising them on leading practices regarding project deployment, change management, governance and support model structures. This is demonstrated by:

  • Creating and agreeing on a customer roadmap to improve product adoption and maximising the perceived value of the customer’s subscription.
  • Providing leading practice advice to their customers, leveraging their knowledge of enabling cloud technology, embedding governance and managing sustainable change.
  • Developing a proactive ‘customer first’ renewal and expansion plan whilst partnering with internal SAP teams to streamline the customer experience.
  • Understanding the customer’s business model and people priorities to identify potential risks and expansion opportunities within the existing SAP footprint.
  • Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.
  • Understanding customer’s business plans and people strategies to identify upsell and cross sell opportunities, both within SuccessFactors and SAP generally.

 

Work Experience and Qualifications:

Proven experience in the following areas:

 

Commercial experience including experience developing account management plans.

Experience in human capital management, recruitment, learning, compensation and talent management.

Experience 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 customers.

Strong knowledge of SaaS models and Cloud mindset.

Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook.

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WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

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. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

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

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