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Senior Customer Engagement Executive

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Date: Jan 29, 2021

City: Tokyo, 13, JP

Company: SAP



Requisition ID: 262800
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.

Key Responsibilities & Tasks

The Senior 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 to ensure that the customers deploy and use of all of their entitled subscription software.  The Senior 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 Senior 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 Senior CEE will be managing accounts with complex systems, stakeholder networks and higher ranges of Total Managed Contract values.


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:
> 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, 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.
> Develop and maintain 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 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
> Manage new account assignment into portfolio


Experience & Educational Requirements
Experience & Language Requirements

1. 5-7 years of experience in the following areas:
1.1 Proven experience with business process transformation and re-engineering disciplines 
1.2 Experience managing complex customer engagements
1.3 Commercial experience including experience developing account management plans and contract negotiation
2. Line of Business specific experience - specific to the LoB that they are being primarily hired into. Examples include:
2.1 Knowledge of the cloud product being supported
2.2 Multi-lingual depending upon region
2.3 Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook


> Bachelor equivalent: yes



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.

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