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Sr Customer Engagement Executive - HXM - SPM Focused

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!



Key Areas of Responsibility and Tasks


The SuccessFactors HXM 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 to maximize the value that customers and SAP receive through adoption and consumption of entitled subscription software in support of the LACE model.  The CEE is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through proactive account planning, and alignment of customers’ business strategies to product, solution and partner road mapping.  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 to leverage adoption of our solutions and services necessary to support the customer. The CEE will be managing accounts with complex systems, stakeholder networks and higher ranges of Total Managed Contract values.


The CEE develops relationships with account key decision makers and executive sponsors, participate in regular review meetings with the identified stakeholders as per the governance plan. Develop and implement account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts.  These plans should include:

  • Leverage the Relationship Assessment as baseline for account planning
  • Leverage the Outcome Success Plan as a live, working plan of agreed upon engagements with both internal teams and customer.
  • Governance consultation; advising and guiding customers to establish, utilize and mature in the use of governance models which drive to value realization and adoption
  • Ensure deep adoption of both products AND features for purchases solutions 
  • Expand business process automation
  • 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
  • Identify areas for improvement across the existing subscription as well as the broader potential software
  • Work with broader team in the client to identify areas of improvement and streamlining
  • Develop client specific, achievable KPI’s and ensure the client is working towards achieving these, providing guidance and identifying help as needed
  • Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, adoption, consumption and subscription software expansion.
  • Digital Transformation; Creation and Execution of Digital Transformation 3-5 Year Road Mapping
  • Facilitate regular business reviews with customer and Account team and the broader members to confirm ongoing customer account goals, assess progress, align to value realization and strengthen relationships
  • 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.
  • Leverage the various Centers to ensure consistent and scalable processes to drive Onboarding, Adoption, Consumption, Renewals and Expansion
  • Manage new account assignment into portfolio
  • Develop and maintain working relationships with Partners engaged with assigned accounts to insure effective account implementations, relationships and deliverables.  Where applicable engage with Partner Delivery Managers (PDM)for unified oversight.
  • Work with the partner and client during deployment to ensure the best outcome for all parties
  • Drive successful renewals (including accurate forecasting of renewals) and using in depth knowledge of customers, drive growth opportunities in partnership with assigned Account Executives
  • 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


Experience & Language Requirements

  • 5-7 years of experience in the following areas:
    • Proven experience with business process transformation and re-engineering disciplines
    • Experience managing complex customer engagements
    • Commercial experience including experience in forecasting, developing account management plans and contract negotiation
  • Building and cultivating senior client leadership and C-suite client relationships.
  • Line of Business specific experience – specific to the LoB that they are being primarily hired into.
  • Examples include:
    • Knowledge of the cloud product being supported
    • Multi-lingual depending upon region
  • Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook



  • Bachelor equivalent



We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.


Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.


SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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.


EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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

 Requisition ID:295787 | Work Area: Sales | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: Virtual - USA

Sr Customer Engagement Executive - HXM - SPM Focused

Facility:  295787
Posted Date:  Oct 6, 2021
Work Area:  Sales
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 30%

New York, NY, US, 10001

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

Job Segment: Engineer, ERP, SAP, Database, Cloud, Engineering, Technology