SAP Head of Customer Success & Renewals EMEA North - SAP Customer Experience (CX) Job in s-Hertogenbosch, Netherlands

COMPANY DESCRIPTION

SAP’s vision is to help the world run better and improve people’s lives. As THE cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries Run Simple.

We empower people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.

At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. Here, you work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you’re able to build your career. It’s no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.

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 single view of the customer.

Along with SAP C/4HANA and HANA in-memory computing, the following SAP solution suites are included in the LoB SAP Customer Experience: SAP Commerce Cloud, SAP Sales Cloud, SAP Service Cloud, SAP Marketing Cloud, SAP Billing and Revenue Innovation Management. This includes SAPs Customer Experience Cloud solutions as also the solutions of SAPs CX acquisitions Abakus, Gigya, Callidus and Coresystems.

As the Head of Customer Success & Renewals EMEA North II you will be responsible for the Market Units Netherlands, Belux and France and you will drive strategic post-sales customer engagements for SAP Customer Experience, head up the regional teams of Customer Engagement Executives in the named Market Units and lead the transition to a cloud-focused and value oriented success and renewal management team.

EXPECTATIONS AND TASKS

  • Lead and grow a team of Customer Engagement Executives in the MUs Netherlands, Belux and France

  • Be a role model and lead change for developing a trusted advisor relationships to ensure that a customer realizes value by adopting the SAP Customer Experience solutions aligning all activities with the customer’s business case and strategy

  • Set up a fast-growing team for scale, leveraging best practices across the Industry and within SAP to establish a strong customer success discipline driving value, NPS and renewal in a differentiated approach across different MUs, customer segments and product lines

  • Closely collaborate with the regional sales leadership to drive value and adoption across the customer base and to identify growth opportunities

  • Advocate critical product enhancements and issue resolutions for assigned customers on a global level to Product Management, Expert Services, Consulting and Support

  • Engage as executive sponsor in customer escalations to mitigate and support your own team and leverage various teams across SAP to effectively address high-risk situations

  • Carry out user group and other customer events within the MUs

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Passion for customer empathy success with cloud DNA

  • Strong change agent to build up a fast growing and high performing customer success organization

  • Presence with strong internal and external stakeholder management

  • Credibility with a customer’s business and IT teams, as well as with the internal sales and development stakeholders

  • Product and domain know-how in the Customer Engagement, Commerce and CRM space

  • Strong ability to organize, prioritize with a bias for fast execution

  • Ability to navigate a complex and highly matrixed regional diverse organization

  • Capability to initiative and leverage cross-functional teams and programs

  • Conflict and change management skills

  • Deep sense of accountability and ownership

  • Fluent in English and in regional language

WORK EXPERIENCE

  • 5-7 years senior level experience leading a successful organization or team and in Customer Success position

  • Minimum of 10 years of experience working with external clients (consulting, account management or project experience) either within an SAP cloud solution and/or industry based. Alternatively, you have gained an equivalent amount of experience in a customer facing role.

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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