SAP Global Renewals Operations Expert Job in Copenhagen, Denmark

Requisition ID: 195820

Work Area: Sales

Expected Travel: 0 - 30%

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

Successful cloud customer engagement guides and supports customers through a lifecycle that begins after selection and purchase of SAP’s cloud solutions, progresses to satisfied usage and adoption, the realization of business value from the solutions and culminates in the desire to not only keep the solutions but ideally, purchase others.

Customer Lifecycle Management (CLM) at SAP focuses on post-sales activities and best practices. To execute, we leverage SAP’s CLM Framework across SAP, leading to improved customer insights and data transparency, revenue recognition and risk management. It provides a consistent, best practice engagement model that can be used to create better value for customers and increased customer satisfaction and retention.

To help us manage and drive operational consistency and effectiveness as part of the CLM life-cycle we are hiring a Global Renewals Operations Expert. The role will be a central function that supports and coaches a global team of Customer Engagement Executives for the SAP Education cloud business by establishing processes, providing pro-active data insight and enablement. The core focus of the role will be the implementation, continuous execution and monitoring of the global Customer Engagement Operating Model with the purpose of achieving better renewal rates and customer satisfaction along these three dimensions:

  • Operational excellence – monitoring and ensuring timely customer go-live and onboarding

  • Customer functionality – establishing customer best practices and key performance indicators to drive higher customer adoption rates and consistent touch-points

  • Customer intimacy – ensuring adequate level of team engagement for the various customer segments by having the suited resources and skills within the team

KEY ROLE FOCUS AREAS

  • Regularly provide data and insight for leading performance indicators that affect renewal rate – collect and prepare data across multiple areas to provide Customer Engagement Managers better visibility around business risks

  • Define processes and programs to support the Customer Engagement Operational Model, monitor and track activities, alert & engage team members

  • Program manage the roll-out and implementation of SAP process improvement or software implementation projects

  • Centrally manage and align team best practices and process enhancements from the different regional teams

  • Support forecasting processes including consolidation of regional and global renewals forecasts

  • Co-ordinate development global customer facing and internal assets

  • Co-ordinate and run internal enablement activities

As successful Global Renewals Operations Expert, you will:

  • Be a trusted advisor: As consultant and change agent, you drive the right behaviors into the field by partnering predominantly with customer engagement teams and sales teams, establishing structure, and identifying opportunities for higher business impact.

  • Understand your business in terms of field requirements, Go-to-Market and operational processes to influence the successful alignment between them for efficient planning and execution.

  • Accelerate adoption: Simplify the approach and package it for easier comprehension by the customer engagement team. Define priorities, articulate the steps for change, and collaborate with the management team and other key stakeholders. Enhance enablement documentation and present credibly to accelerate buy-in.

  • Accelerate decision-making: Interpret information, leverage insights, and utilize the right tools to provide strategic guidance and recommendations to the customer engagement leadership team.

  • Enable Process enhancement: Act as thought leader by providing feedback, sharing requirements and concerns, but also by proactively identifying solutions.

  • Execute: Establish accountability for effective end-to-end execution of the CLM-lifecycle within the team and the wider organization. Execute at expert level towards operational efficiency and excellence, understanding the foundation and tools, and overcoming barriers to success.

  • Manage your stakeholders: Influence your stakeholders through strong credibility. Foster a one-team approach for greater transparency and impact, proactively fostering the extension of process standards to other lines of the business when of benefit.

  • Demonstrate expertise through special operations projects that require your level of knowledge, skill and seniority. Proactively position yourself to take the lead, motivate peers to join your effort, and drive outcome that may transform process beyond your current team/scope.

EXPERIENCE REQUIREMENTS

5-7 years of experience in the following areas:

  • Selling or delivering consulting, education services or software sales

  • Managing complex customer engagements

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

  • Sales Operations, or Business Operations

  • Multi-lingual a plus depending upon region

  • Master’s or bachelor’s degree in business management or similar

  • Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook

MOBILITY

  • 20-30% travel

  • Virtual global role, can be based in any SAP location but ideally EMEA/MEE time-zones

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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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