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Customer Engagement Executive with additional focus on partner engagement

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!

 

 

YOUR FUTURE ROLE       
The SAP Business ByDesign Customer and Partner Engagement Office is a global team of Customer Engagement Executives (CEEs), responsible for direct customer engagement post sales, as well as partner engagement for our indirect customers (Partner Engagement Advisor)  

 

The customer engagement executive (CEE) with additional focus on partner engagement / indirect customer engagement is a very important, hands-on, customer and partner focused role. The CEE will be the single point of contact for a set of assigned ByDesign customers and partners.  As a CEE you will work in a global team with other CEEs with primary focus on driving customer success within a geographic region. You will be working with all relevant stakeholders across the organization (Sales, Local Product Experts and Support team) to ensure smooth onboarding of new direct customers and go-live, as well as profitable growth and retention of customers. You will be supporting other CEEs world-wide on renewal related topics and challenges. 

 

In addition, you will be the single point of contact for assigned ByDesign partners as Partner Engagement Advisor, supporting them (and our indirect customers) on after-sales related topics. You will be responsible to roll-out processes to your partners, share best practices from the direct customer engagement, support partners on their contractual topics (e.g. license amendments, partner switches, terminations etc.), collect feedback from partners, continuously improve processes and tools for partner engagement, enable partners on important customer lifecycle and cloud topics and monitor the progress of adoption.  

 

The regular engagement with direct customers and partners will help to improve overall satisfaction of our entire customer base, safeguard renewals, identify upsell potential as well as support partners on customer issues - together with other relevant teams such as support or development.  

 

Responsibilities also include the following: 

  • Single point of contact for assigned ByDesign direct customers and partners regarding customer lifecycle related topics such as go-live tasks, upgrades, user licenses or contractual issues 
  • Support onboarding of new ByDesign customers and partners to ensure adoption of solution  
  • Support ByDesign partners/indirect customers in escalation process to safeguard de-escalation
  • Build and maintain a strong relationship with your customers and partners 
  • Identify over-usage and upsell potential and help customers, working together with partners, to stay license compliance  
  • Partner with commercial team to provide seamless support during renewal cycle 
  • Work closely with finance and legal teams to ensure all contracts are accurate
  • Provide support for non-revenue generating processes & concessions 

 

YOUR PROFILE        

 

The individual we are looking for has well-founded experience in customer and/or partner engagements – preferably in the cloud environment, ideally gained in a former Business ByDesign role. 

  • Bachelor or master’s degree in business administration or similar 
  • 6-12 years professional experience
  • Experience in handling difficult situations with customers and partners including escalations
  • Very good communication and presentation skills 
  • Must have a bias for hand-on, is highly motivated and goal oriented with the proven ability to work independently, and maintain a high level of collaboration  
  • Accustomed to working in an international / global virtual matrix organization 
  • Requires ability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload
  • Ability to work across Board Areas, LoB and organizational boundaries 
  • Must be able to maintain a positive, solution oriented and professional manner throughout 
  • Ability to organize, prioritize, complete activities, and meet deadlines 
  • Understanding of the cloud business overall and the corresponding challenges 
  • Business ByDesign product knowledge and experience is a plus
  • Track record of renewal and CRM/Harmony knowledge are a plus  
  • Team Player 
  • Fluent English skills

 

ABOUT THE TEAM  
Customer and Partner Success Team is a global team driving adoption, expansion and renewals for SAP Business ByDesign. This happens by ensuring a delightful end-to-end customer experience while maximizing value for the customer. 

 
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, sensory 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 
Careers@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis.

 

 

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:303159 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Customer Engagement Executive with additional focus on partner engagement

Facility:  303159
Posted Date:  Oct 23, 2021
Work Area:  Sales
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Shanghai, CN, 201203


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