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(Senior) Customer Engagement Executive (CEE) LoB SAP Customer Experience (CX) Job

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Date: Feb 1, 2019

City: Walldorf/St. Leon-Rot, BW, DE, 69190

Company: SAP

Requisition ID: 206556
Work Area: Sales
Location:
Walldorf
Expected Travel: Up to 10% 
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.

About SAP Customer Experience

SAP Customer Experience helps build trusted relationships between brands and their customers to unlock a new world of digital innovation, customer value, and sustainable growth. SAP Customer Experience brings together the portfolios and teams from the Hybris, CallidusCloud, Gigya and Coresystems acquisitions to form SAP C4/HANA, our integrated technology suite. We have a bold mission ahead and have complete support across SAP to revolutionize the front office and bring it together with our back-office through S/4HANA. Across SAP Customer Experience, being bold and winning is paramount to our culture and our people thrive in high performing teams. We seek talent who want to innovate, be disruptive, and who support mutually agreed upon goals and ambitions. As a fast-paced growth business, there are no limits to how our teams will shape the future of SAP and our industry.

PURPOSE AND OBJECTIVES

The SAP C/4HANA Suite for Customer Engagement and Commerce is designed to offer businesses an integrated approach to deliver real-time experiences to customers across all digital channels. Customers will be able to exchange information, such as customer data, between a range of systems to produce a 360-degree view of the customer.

Along with SAP C/4HANA and SAP HANA in-memory computing, the following SAP product suites are included in the SAP Customer Experience LoB: SAP Commerce Cloud, SAP Sales Cloud, SAP Service Cloud, SAP Marketing Cloud as also SAP Customer Data Cloud.

As (Senior) Customer Engagement Executive, you are responsible, as part of a larger team, for adoption, renewal and expansion of the SAP C/4HANA portfolio by enhancing the customer outreach in a high-quality manner that ensures customer success across multiple products within the SAP C/4HANA Suite and across all customer segments.

Furthermore, you continuously grow our customer adoption offerings through a strong focus on customer success.

EXPECTATIONS AND TASKS

Customer Deliverables:

  • Stay ahead of customer adoption needs and help them to meet their objectives
  • Analyze internal and external trends to drive adoption within our customer base across the SAP C/4HANA portfolio
  • Develop customer facing content in alignment with other stakeholders inside and outside the direct team
  • Schedule and deliver customer best practice guidance online or along the customer engagement lifecycle.
  • Monitor Customer project health, identify early warning signs for risk, utilize proper escalation channels to help customers during times of need.
  • Capture customer feedback and where action is required, triage to the appropriate resources
  • Develop yourself as a champion and take ownership for specific topics with highest quality in mind
  • Represent SAP as a most trusted business partner.

Digital Communication:

  • Support and Monitor Digital Touch Communication activities during the Customer Life Cycle to enhance our customer relationships
  • Analyze Digital Touch Communication activities with regards to customer health status

Other:

  • Attend /Support customer user group segments\ events as per required.
  • Continuously enhance your knowledge around topics within the SAP Experience portfolio

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills:

  • Project, life cycle and consulting experience in (SAP) on-premise and/or cloud implementations
  • Must be able to maintain a positive, solutions oriented and professional manner throughout
  • Strong oral and written communication skills with the ability to credibly present recommendations to senior levels in and outside the SAP organization.
  • Capability to acquire knowledge of our products and processes and be able to communicate and demonstrate their value to our customers
  • Able to develop an “outside in” perspective to best represent and address our customer’s needs while maintaining SAP’s interests and objectives
  • Ability to quickly adapt to changing environments with attention to details while maintaining the “bigger picture”
  • Deep sense of accountability and ownership
  • Fluent in English and German (oral and written) is a must

Preferred skills:

  • SAP C4/HANA knowledge (processes and features and functions)
  • Understanding of adoption drivers and customer needs from a strategic and tactical perspective
  • Experience working in a global environment

WORK EXPERIENCE

3+ years of experience working with external clients (account management, sales or project experience) either within a SAP Cloud solution and/or industry based. Alternatively, you have gained an equivalent amount of experience in a customer facing or customer communication role.

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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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