Share this Job

Cloud Platform & Leonardo Tech Customer Engagement Executive - Sydney Job

Apply now »

Date: Jun 21, 2019

City: Sydney, NSW, AU

Company: SAP

 

 

Requisition ID: 222212
Work Area: Sales
Expected Travel: 0 - 50%
Career Status: Professional
Employment Type: Regular Full Time

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.

The focus of this position is to drive our renewals business for SAP Cloud Platform & Leonardo Tech for a defined set of customers, to ensure success with their customers. Since CP is a subscription service with contracts that auto-renew, the primary task is to ensure that customers are successful with their adoption of SAP Cloud Platform & Leonardo Tech so that we can avoid contract terminations and grow contract values

 

Job Mission and Purpose

  1. To increase customer satisfaction, retention, renewals, references and upsells for Cloud Platform customers by building strong relationships with key customer stakeholders and helping customers maximize the value of their partnership with SAP.
  2. CEE is responsible for the day-to-day customer engagement from signature onwards, particularly post-launch.
  3. CEE is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management.
  4. CEE maintains a close working relationship with other colleagues and customer-facing personnel necessary to support assigned accounts (e.g. AEs, GAD, Support, Deals Desk, CRE (if applicable) etc.

 

Example KPIs: (financial) business metrics used to track role effectiveness

The business value of the CEE function is measured based on achieving targets associated with a number of customer contract renewals, amount of contract renewal revenue, number of references able customers, customer satisfaction (NPS) and upsell revenue generated from existing customer accounts.  Specific targets are listed elsewhere.

 

Job Objectives | tasks and functions CEEs must accomplish to effectively perform their role:

 

Drive Value Realization:

  • Proactively engages customers post-sale to ensure they get maximum value from SAP CP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc.

 

Build Account Relationships:

  • Develops a trusting and deep relationship with multiple stakeholders, by establishing a regular cadence of interactions (e.g., email, regular calls, JAM, Customer Relationship Reviews, etc.); maintains a log of interactions.
  • Advocates for and becomes the voice of the customer within SAP; understand competitive threats and utilizes proper escalation channels to help customers during times of need.
  • Improve customer satisfaction over baseline as defined by Net Promoter metrics and generate a maximum number of reference customers.

 

Retention:

Manage customer renewal, including full execution of the entire opportunity-to-win cycle (including CRM, pricing, rev req, legal, forecasting, etc.)

  • Create and maintain a rolling four-quarter view of territory:
  • Analyze data n usage, surveys and all other forms of feedback to form the comprehensive point of view on clients/territory.                                            
  • Report on health & propensity to renew
  • Works closely with administration and renewals to ensure renewal forecasts are executed on-time

 

Manage Reference-ability:

  • Drives customer references; pushes for reference stories across accounts
  • Establishes success metrics agreed with the customer and documented in Executive Summary reports; tracks and addresses reference blockers for each account

Effective Communication Management:

  • Know how to get things done through formal channels and informal networks
  • Engage client early to understand the big picture, proactively position value and assist with

Relationship Management:

  • Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)
  • Works with marketing to ensure customer groups meetings take place frequently in the territory and are communicated to customers

Upselling/Cross-selling:

  • Identify upsell potential: Give sales information about the potential opportunity for license sales
  • Identify cross-sell potential: Give sales information about the potential opportunity to sell other products

 

Skills & Competencies

  • Expert business knowledge of the PaaS markets, including deep knowledge of the offerings in the market today.
  • Competitive knowledge of PaaS solutions, such as Google Cloud Platform, BlueMix, Azure, and force.com.
  • Experience with cloud solutions.
  • Sound understanding of newer technology like Blockchain, Conversational AI, Robotic automation Process etc.
  • Solution understanding of one or more SAP solution(s) in the area of SuccessFactors, Ariba, and SAP Business Suite/ S4HANA
  • Experienced in Commercial Negotiations and Contracting situations
  • Ability to work effectively in a complex matrix and global environment.
  • Ability to develop, lead, and work effectively in virtual teams.
  • Strong Project Management skills.
  • Proven effectiveness in building and scaling operational processes.
  • Demonstrated ability to meet and exceed deadlines and a track record of achieving personal targets.
  • Excellent communication (oral and written), presentation, program management, and organizational skills.
  • Willingness to travel (25% travel) and the ability to adapt for unique business and cultural practices of each region/country.
  • A self-starter, with energy and drive and the ability to manage multiple priorities.
  • Demonstrated background in solving issues of scale with out-of-the-box thinking.

 

 

 

 

 

 

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.

Additional Locations


Job Segment: Cloud, ERP, SAP, Program Manager, CRM, Technology, Management