SAP Customer Engagement Executive Job in Beijing, China

Requisition ID: 190613

Work Area: Sales

Expected Travel: 0 - 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.

Key Areas of Responsibility and Tasks

The 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 through adoption and use of the Cloud solution and to ensure that the customers deploy and use of all of their entitled subscription software. The 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. The CEE is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer.

  • The CEE’s specific responsibilities include: 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 for emerging and renewal customers that further existing account adoption and identify new business opportunities within assigned accounts. These plans should: Deploy the use of the Customer Lifecycle Methodology (CLM)

  • Increase enablement and customer adoption of solutions that drive value for the customer

  • Expand business process automation and improvements across the specific Line of business applications

  • Increase the customer’s usage of their contracted cloud applications up to and beyond the entitlements that they have.

  • Track customer health, engagement and satisfaction

  • Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, solution expansion, license increase and revenue growth.

  • 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.

  • Act as an escalation contact to facilitate failed escalations for those accounts within their portfolio

  • Drive successful renewals (including accurate forecasting of renewals) and using in depth knowledge of customers, drive growth opportunities in partnership with Account Executives

  • Deal management and commercial negotiation of the entire opportunity (from opportunity to close) for renewals

  • Facilitate regular business reviews with customer and Account team members to confirm ongoing customer account goals, assess progress, align value to realization and strengthen relationships

Manage new account assignments into the portfolio

Experience & Language Requirements

  • 3-5 years of experience in the following areas:

  • Selling or delivering consulting services

  • Managing complex customer engagements

  • Commercial experience including experience developing account management plans and contract negotiation

  • Complex Account Management

Multi-lingual a plus depending upon region

Quantitative

  • ACV Renewal of Portfolio

  • Net SMPP Increase

  • Net $ Value Added

  • Customer Engagement/Success

  • Upsell and ACV lift

  • Contract term increase

  • Self-Development / Learning and Growth (completion of assigned development plan, e.g. Value University curricula, etc.)

  • Activities demonstrating account / relationship management and development

  • Opportunity engagement of Business Partners

  • Demonstration of opportunity up sell / cross sell

  • Activities performed and recorded to demonstrate the relationship management of assigned accounts, contacts or territory.

  • Activities demonstrating ability to working in a complex teaming environment with multiple role players from the customer and within SAP #GCGCO

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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