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 interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please contact us at EMEA: +49 6227 7 48599 and careers@sap.com, Americas: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis.

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Customer Engagement Associate with European Language Job

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Date: Jun 19, 2017

Location: Dublin, D, IE

Company: SAP

Requisition ID: 144922
Work Area: Sales
Expected Travel: 0 - 10%
Career Status: Graduate
Employment Type: Regular Full Time

 

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.

 

KEY AREAS OF RESPONSIBILITY AND TASKS
The Customer Engagement Associate (CEE) has overall responsibility for the daily management of assigned customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers, with the oversight and mentorship of a more senior CEE.  The focus of this position is twofold, to maximize the value that customers and SAP receive through maintenance services and to ensure that the customers orders are processed and submitted for invoicing in a timely manner.  The Associate CEE is expected to maintain customer satisfaction through issue mitigation and escalation management.  The Associate CEE is responsible for retention of the revenue associated with customers within their portfolio.
Most Associate CEEs will primarily interact with customers via telephone and email.

  • With oversight of manager or more senior CEE, implement account strategies and implementation plans
  • Effectively and efficiently manage customers orders from an order pool.
  • Expand business process automation across the specific Line of business applications
  • 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, software expansion and revenue growth.
  • Maintain a close working relationship with other regional business teams (such as AEs, Services Account Managers, AGS support personnel, GADs, MU Maintenance Managers and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
  • Act as initial escalation point 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 opportunities
  • Participate in quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships
  • Manage new account assignment into portfolio.
     

EXPERIENCE & LANGUAGE REQUIREMENTS

  • Fluent in English and another European Language essential
  • 0-3 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
  • Complex Account Management
  • Multi-lingual (Languages required inc. English, French, Italian)
  • Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
     

EDUCATION

  • Bachelor equivalent: Not essential

 

 

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 interested in applying for employment with SAP and 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). Requests for reasonable accommodation will be considered on a case-by-case basis.

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