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Senior Customer Engagement Executive



Requisition ID: 288750
Work Area: Sales
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular 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.

Our team is driven by the success of our customers. The focus of this position is to help our customers successfully adopt, consume and renew their investment in SAP Customer Experience solutions.

The Customer Engagement Executive (CEE) is closely aligned with the regional and senior management of Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth of the customers in the region.  


This role requires a senior professional with the expertise and experience to help customers maximize the value that customers and SAP receive through adoption and use of SAP CX Solutions and to ensure that the customers deploy and use all of their entitled subscription software. The role will need some amount cross-functional alignment with leadership across CE&X, CX and wider SAP.



  • Conducts customer business and opportunity diagnostics to analyse business case drivers, to identify program risks, and to establish outcome success plans that deliver near term results and continue to improve business processes related to SAP CX value proposition
  • Maintain a close working relationship with other regional business teams driving a one-SAP mindset (Cloud LoB AEs, DBS sales and delivery teams, GADs, IAEs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
  • Work with the wider Sales, pre-sales, services and value adoption teams to drive account strategy, improve solution adoption and increase renewals revenue across assigned customer portfolio.
  • Develops and maintains customer program reporting to communicate progress and to help govern the relationship with customers, C-Suite, and SAP executive sponsors.
  • Develops deep relationships with key decision-makers and executive sponsors within the Customer and participate in quarterly review meetings.
  • Assists customers with transformational change by facilitating and coordinating cross-functional involvement with solutions consulting and services delivery.
  • Knowledge of commercial deal structures and ability to apply to customer / deal specific situations driving renewals and replacements
  • Proven ability to organize and prioritize tasks while working with short deadline
  • High level of collaboration and network with Cloud decision makers
  • Development and management of forecasting, account strategy and customer engagement plans that will deliver business outcomes.


These plans should include:

  • Ensure rapid adoption and enablement of solutions that drive value for the customer
  • Increase the customer’s usage of their contracted SAP CX solutions up to and beyond the entitlements that they have
  • Drive accurate forecasting of the renewal and growth opportunities and meet or exceed account-specific revenue in relation to renewals, expansion and revenue growth
  • Facilitate quarterly Account Reviews with customer and Account team members to ensure customer business objectives and value drivers are met
  • Ensure overall customer satisfaction and strengthen account relationship



  • Excellent understanding of SAP’s Cloud business and SAP’s Cloud commercial framework
  • Experienced in minimum one Cloud LoB (ideally SAP Customer Experience)
  • Excellent program and project management and customer management competencies
  • Proven Leadership experience and innovative mindset
  • Proven experience in dealing with competing priorities and delivering results in a high-pressure environment
  • Proven experience managing complex customer engagements while maintaining a Customer Success mindset across the business
  • Commercial experience including experience developing account management plans and contract negotiation
  • Experience with business process transformation
  • Very good interpersonal skills: team player and consensus-builder, proactive networking attributes, execution focus and ability to drive change
  • Min. 5-7 year experience in the software industry
  • Willingness to travel




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: 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.

Additional Locations

Senior Customer Engagement Executive

Facility:  288750
Posted Date:  Sep 20, 2021
Work Area:  Sales
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Shenzhen, CN, 518048

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