Senior Customer Engagement Executive Platform & Technologies (m/f/d) JobApply now »
Date: Sep 15, 2020
City: Hamburg, HH, DE, 20095
Requisition ID: 264588
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.
PURPOSE AND OBJECTIVES
The focus of this position is to drive adoption and consumption of our clients and ultimately secure our renewals business for SAP Platform & Technologies (P&T) Cloud Products for a defined set of customers. Since P&T Cloud materials are subscription services with contracts that auto-renew, the primary task is to ensure that customers are successful with their adoption of SAP Platform, Databases, Data Management and Analytics Cloud Products so that we can avoid contract terminations and grow contract values
Job Mission and Purpose
To increase customer satisfaction, retention, renewals, references and upsells for P&T customers by building strong relationships with key customer stakeholders and helping customers maximize the value of their partnership with SAP.
CEE is responsible for the day-to-day customer engagement from signature onwards, particularly product onboarding, use-case identification, project initiation, architecture and governance coaching, project companionship, post launch relationship management, renewal negotiations.
Besides that, 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.
Additionally, the CEE maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. AEs, GAD, Support, Deals Desk, CRE (if applicable) etc.
Targets / KPIs
The business value of the CEE function is measured based on achieving targets associated with increase of Product Consumption, number and amount of customer contract renewals, generation of referenceable customers, customer satisfaction (NPS), upsell revenue generated from existing customer accounts, etc.
EXPECTATIONS AND TASKS
Drive Value Realization
Enterprise & Solution Architecture
Build Account Relationships
Manage customer renewal, including full execution of the entire opportunity-to-win cycle (including CRM, pricing, rev rec, legal, forecasting, etc.)
Effective Communication Management
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
New CEE team members are especially required to have technical Cloud Architectures experience and can guide customers from technical hands on level to architecture, to strategy as full stack experts. We expect T-Shape technical skill – broad Level 2 type of Cloud Architecture Generalist skill + Level 4 type of In-depth skill on one or more specific areas.
Experience with cloud solutions, preferably SAP Cloud Platform, HANA Databases (Cloud), Analytics Cloud Solutions
Terms such as: Cloud Orchestration, Kubernetes, Internal Telemetry, Vault, DevOps, Docker, microservice architecture, JaaS (Jenkins as a Service) and CI/CD processes for cloud development should be known to you. ---
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