Senior Customer Engagement - Khobar Job

Requisition ID:234808
Work Area: Sales
Expected Travel: 0 - 50%
Career Status: Management
Employment Type: Regular Full Time
Career Level: T4PF
Hiring Manager: Mohamed HAMADY 

Recruiter Name: Laurent SAMSON

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.

Responsibilities include:

• Development and management of forecasting, account penetration plans, and customer engagement plans that will deliver business outcomes.
• Conducts customer business and opportunity diagnostics to analyse business case drivers, to identify program risks and to establish action plans that deliver near term results and continue to improve business processes that ensure value realization  
• Work with the market Vice President and Customer Engagement Experts to develop and execute quarterly plans that improve adoption, customer satisfaction, network growth and renewals across assigned customer portfolio.
• Develops and maintains customer program reporting to communicate progress and to help govern the relationship with customer, Senior Leadership and SAP Executive Sponsors – with specific expertise around implementation and best practices 
• Develops deep relationships with key decision makers and executive sponsors. and Procurement & IT functions. Participate in quarterly review meetings with the identified senior stakeholders as per the governance plan
• Responsible for knowledge management, best practices and leading business enablement strategies specific to the SAP Ariba Solutions, Products and Services. and value proposition 
• Assists customers with transformational change by facilitating and coordinating cross functional involvement across SAP as required 
• Develops and implements account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts.  These plans should:
  • Ensure deep adoption of SAP Ariba products
  • Expand business process automation
  •  Increase the customer’s usage of their contracted SAP Ariba cloud solutions up to and beyond the entitlements that they have.
  • Track SLA performance and overall customer satisfaction and health
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, network growth and subscription software expansion
• Digital Transformation; Creation and Execution of Digital Transformation 3-5 Year Road Mapping
• 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.
• Develop and maintain close working relationships with Partners engaged with assigned accounts to insure effective account relationships and deliverables.  Where applicable engage with Partner Delivery Managers (PDM) for unified oversight.
• Work with partner and client during deployment to ensure the best outcome for all parties
• Drive successful renewals (including accurate forecasting of renewals), drive network growth and using in depth knowledge of customers, drive growth opportunities in partnership with assigned Account Executives
• Facilitate regular business reviews with customer, account team, and broader executive team members to confirm ongoing customer account goals, assess progress, align to value realization and strengthen relationships

EXPERIENCE & LANGUAGE REQUIREMENTS

Degree holder or equivalent

Excellent program and project management and customer management competencies

Proven Leadership experience and innovative mindset

5+ years’ experience in the following areas

Proven experience with business process transformation and re-engineering disciplines

Experience managing complex customer engagements

Commercial experience including experience developing account management plans and contract negotiation

Ability to work with all levels of the organization and be comfortable in executive meetings

Fluency in English & Arabic is essential

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

Experience in using various CRM systems to manage accounts and opportunities

SAP ARIBA & SAP FIELDGLASS CULTURE VALUES

SAP Ariba and SAP Fieldglass strongly values being recognized as a customer-centric driven organization.   Our #BeREAL Program ensures that all SAP Ariba and SAP Fieldglass employees factor optimizing the customer experience into every business decision they make.

What exactly does #BeREAL stand for? The R equals responsiveness to customers (including SAP Ariba colleagues), the E relates to empathy with understanding the culture of our customers and their business objectives, the A signifies being aligned with your SAP Ariba colleagues to deliver the best customer experience, and the L acknowledges that we lead our customers to realize value through our expertise.

To become a part of the SAP Ariba and SAP Fieldglass team, we ask all applicants to share experiences that embody the #BeREAL Commitment.

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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