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São Paulo SP Full Time Posted: Saturday, 13 January 2018
 
 
Applicants must be eligible to work in the specified location

Requisition ID: 169732
Work Area: Sales
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the Back Office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Digital Supply Chain and IOT Solutions
Customer Engagement Executive

The mission of the Customer Engagement Executive (CEE) is to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the IOT & Digital Supply Chain solutions portfolio. This is achieved by building strong relationships with key 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 (eg AEs, GAD, LoB Sales Specialist, Services, Support, Solution Management, product Management, Deals Desk etc).

Job Objectives | tasks and functions CEEs must accomplish to effectively perform their role

Build Account Relationships

  • Develops trusting and deep relationship with customer stakeholders, by establishing regular cadence of interactions (eg, email, regular calls, JAM, Customer Relationship Reviews, etc.); maintains log of interactions
  • Advocates for and becomes voice of customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
  • Improve customer satisfaction over baseline as defined by Net Promoter metrics and generate maximum number of reference customers

Manage Reference-ability

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

Drive Value Realization

  • Manage sales and renewal processes through qualification, needs analysis, product demonstration, 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.

Retention

Manage customer renewal, including full execution of the entire opportunity-to-win cycle (including CRM, pricing, rev req, legal, forecasting, etc.)

-Create and maintain a rolling four quarter view of territory:

  • Analyze data on usage, surveys and all other forms of feedback to form comprehensive point of view on clients/territory
  • Report on health & propensity to renew

-Works closely with administration and renewals to ensure renewal forecasts are executed on-time

Account Plannin

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

Effective Communication Management

  • Know how to get things done through formal channels and informal networks
  • Engage client early to understand big picture, proactively position value and assist with

Relationship Management

  • 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

Upselling/Cross-selling

  • Identify upsell potential: Give sales information about potential opportunity for license sales
  • Identify cross-sell potential: Give sales information about potential opportunity to sell other products

Experience and Educational

3+ years' experience in the following areas:

  • Program and project management
  • Business process transformation and re-engineering disciplines
  • Experience managing complex customer engagements
  • Selling or delivering consulting services
  • Commercial experience including developing account management plans and contract negotiations
  • LOB experience - Supply Chain, Procurement, or Manufacturing
  • Customer relationship management, sales, and sales team management expertise
  • Multilingual depending upon region
  • Bachelor equivalent: yes; MBA preferred

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 interested in applying for employment with SAP and 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: (see below) or (see below), APJ: (see below), EMEA: (see below) ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations:


São Paulo SP, United States of America
IT
SAP
SAP
JS169732-EN_US
1/13/2018 11:31:20 PM


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