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Senior Customer Engagement Executive - SAP Digital Supply Chai

Job Description

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.

PURPOSE AND OBJECTIVES

We put our customers first, so they have the best experience possible with SAP’s Digital Supply Chain solutions. We are brave, bold and deliver on our commitments. We celebrate when our customers win. Their success is our success.

The Customer Engagement Executive (CEE) with the focus on the German speaking market works directly with our Digital Supply Chain customers is guide them through their journey with our solutions. The CEE works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the Digital Supply Chain solutions portfolio. They achieve this by building strong relationships with our customers and helping them maximize the value of their partnership with SAP.

The CEE oversees key customer milestones throughout the customer lifecycle, from deal signature, through to system provisioning, monitoring implementation progress and business case achievement. The CEE is expected to serve as the strategic point of contact for the customer and to leverage appropriate resources across SAP functions to maintain overall customer health.

The CEE maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. AEs, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk and our ecosystem partners).

EXPECTATIONS AND TASKS

Territory Management

  • The CEE is accountable to create and maintain a comprehensive view of their territory. They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
  • The CEE will leverage system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew
  • The CEE develops and implements account strategies and implementation plans for emerging and renewal customers

Build Account Relationships

  • Develops trusting and deep relationship with customer stakeholders, by establishing regular cadence of interactions
  • Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
  • Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)
  • Works with marketing to ensure customer groups meetings take place frequently in the territory and are communicated to customers

Nurture References

  • Drives customer references; pushes for reference stories across accounts
  • Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account

Drive Value Realization

  • Manages the renewal processes through qualification, needs analysis, commercial negotiation and close
  • Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc.

Manage Retention

  • The CEE manages the renewal cycle for their customers in tight collaboration with the CRS.
  • The CEE is accountable for engagement with the customer, account team and other commercial stakeholders.

Upselling/Cross-selling

  • Provide sales teams with information about potential opportunity for license sales within and outside of the Digital Supply Chain portfolio

 

Specialist Experience

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Bachelor equivalent required; MBA or related post-Bachelor qualification is preferred
  • Fluent English language skills
  • Danish and Swedish are a big plus
  • Experience managing complex customer engagements
  • Customer relationship management, sales, and sales team expertise in license or services domain
  • Commercial experience, incl. developing account management plans and contract negotiations
  • Line of Business experience in Supply Chain, Asset Management, Procurement, or Manufacturing

WORK EXPERIENCE

5+ years relevant working experience in the areas of Sales, Pre-Sales, Services or Solution/Product Management or coming from a business position overseeing supply chain operations. In addition, the successful candidate will have strong Project management experience, including business process transformation and re-engineering.

 

Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.

 

Job Summary

Company
SAP
City
Copenhagen
Country
  • Denmark
Industries
  • Technology
Job Type
  • Full-time
Salary
  • Negotiable
Reference
GWP273236
Posted
02 April 2019
Applications Deadline
18 May 2019

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