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Customer Engagement Associate Job

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Date: May 23, 2019

City: Milan, MI, IT

Company: SAP



Requisition ID: 212090
Work Area: Sales
Expected Travel: 0 - 50%
Career Status: Graduate
Employment Type: Limited Full Time

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.


Founded in 1972, SAP is the world´s leading provider of enterprise applications, analytics, and mobility with over 170,000 customers around the world. SAP is currently seeking a Customer Engagement Associate.



Maintenance Go To Market (MGTM) has overall responsibility for the entire support revenue stream of the MU Italy, and the full portfolio of maintenance services. The most senior roles are to provide oversight and mentorship to associated MGTM roles.

  • The Associate MGTM is expected to serve as the primary point of contact for the customer requiring renewal and the contract department /Shared Service) so as to ensure timely execution on all task necessary to have contract renewals executed. 
  • Support deal execution for Public Sector Italy as needed, including partner enablement for the indirect business
  • MAR case support (Maintenance at Risk) and third-party vendor protection and competitive positioning
  • Support and implement key initiatives within the Public Sector segment for your MU to maximize maintenance revenue and minimize maintenance base erosion.
  • To ensure compliance with all related global policies and processes, especially but not limited to MAR policy and termination policy for non-payment, extension policies for new sales
  • Most of the time the  Associate MGTM will primarily interact with customers via telephone and telepresence
  • With oversight of manager or more senior MGTM, will develop and implement maintenance renewal account strategies.
  • Meet or exceed account-specific revenue goals for account portfolio including but not limited to renewals. Wherever necessary, in case of PS customers, the role will imply acting as a Maintenance renewal BID office, and this will imply orchestration of several activities and coordination with other departments in order to ensure deadline respect.
  • Maintain a close working relationship with other regional business teams (such as AGS support personnel, GADs, O2I, F&A, Account Receivable, Maintenance at risk, MGTM CoE and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
  • Drive opportunity development od renewal plans and accurate forecasting of renewal 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

These plans should:

  • Ensure timely renewals in order to support assure cash collection goals at MU level
  • Expand business process streamline across the specific Line of business
  • Increase the customer’s usage of their contracted services.
  • Track SLA performance and overall customer satisfaction



  • 0-3 years of experience in the following areas: Selling or delivering consulting services, F&A, inside sales
  • Team Oriented: demonstrates the comfort and ability to synergistically work with others to achieve a common sales goal without compromising one’s own identity. Understands how to inspire customers and the sales teams alike
  • Ability to demonstrate in-depth knowledge and application of Maintenance program strategy, development and deployment.
  • Speaks English and Italian fluently
  • Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook

Examples include:



Bachelor equivalent: yes


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.

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: or, APJ:, EMEA:

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

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