Customer Engagement & Experience - Customer First, Platform & Technologies

Hanworth, UK
Closing date
29 Sep 2020

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Technology & New Media
Contract Type
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Requisition ID: 260307
Work Area: Sales
Expected Travel: 0 - 100%
Career Status: Professional
Employment Type: Regular Full TimeCOMPANY DESCRIPTIONSAP 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 OBJECTIVESThe 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 PurposeTo 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 / KPIsThe 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 TASKSDrive Value RealizationProactively engages customers post sale to ensure they get maximum value from SAP P&T Cloud Solutions; facilitates customer engagement and adoption by becoming the technical trusted advisor "Cloud Solution Architect" utilizing workshops, best practices, VIP webinars, thought leadership, etc. as engagement methods.Enterprise & Solution ArchitectureArchitecture led EngagementProvide customers "To-Be" State -Architecture led engagements and POC led engagementsIdentify White spaces improving business process with Technology Drive innovation and have understanding of Innovation frameworkDrive Re-platforming discussions with CustomersStructured approach including overview, problem statement, as is landscape, to be landscape, demo, roadmapUnderstand competing products and impact on customer landscapesBuild Account Relationships Develops trusting and deep relationship with multiple stake-holders, by establishing regular cadence of interactions in high- or low-touch engagement mode (e.g., email, regular calls, Customer Relationship Reviews, etc.); Maintains log of interactions, Customer Risk and Health score, Account Plans, etc. in Totango and related solutionsAdvocates 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 RetentionManage customer renewal, including full execution of the entire opportunity-to-win cycle (including CRM, pricing, rev rec, 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 renewWorks closely with administration and renewals (Cloud Renewals Center) to ensure renewal forecasts are executed on-timeManage Reference-abilityDrives customer references; pushes for reference stories across accountsEstablishes success metrics agreed with the customer and documented in Executive Summary reports; tracks and addresses reference blockers for each accountEffective Communication ManagementKnow how to get things done through formal channels and informal networksEngage client early to understand big picture, proactively position value and assist with escalations or critical situations managementRelationship ManagementPromotes 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 customersUpselling/Cross-sellingIdentify upsell potential: Give sales information about potential opportunity for license salesIdentify cross-sell potential: Give sales information about potential opportunity to sell other productsEDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIESRequired skills: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 SolutionsCapable to understand, explain and draft Cloud Architectures Solution understanding of one or more SAP P&T Solutions:Professional knowledge in SAP P&T on premises Portfolio, e.g. HANA Databases, Data Warehouse, etc. and/orProfessional knowledge in P&T Cloud Solution portfolio: SAP Cloud Platform, Coud Databases, Data Warehouse Cloud, Analytics Cloud Solutions and/orProfessional knowledge of similar type of Hyperscaler PaaS Solutions (e.g. MS Azure, Amazon Web Services, Google Cloud, etc.)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. Excellent communication (oral and written), presentation, program management, and organizational skills.Fluent in English language, additional languages are a benefitAbility to work effectively in a complex matrix and global environment.Ability to develop, lead, and work effectively in virtual teams. Proven effectiveness in building and scaling operational processes.Demonstrated ability to meet and exceed deadlines and a track record of achieving personal targets.Willingness to travel (up to 40% travel) and ability to adapt for unique business and cultural practices of each region/country.A self-starter, with energy and drive and the ability to manage multiple priorities.Preferred skills:Business knowledge of the PaaS markets, including deep knowledge of the offerings in market today. Competitive knowledge of PaaS solutions, such as Google Cloud Platform, AWS, Azure, and Solution understanding of one or more SAP SaaS solution(s) in the area of SuccessFactors, CX, Ariba or SAP Business Suite/ S4HANA orExperienced in Commercial Negotiations and Contracting situationsConsulting / Project Management skills.Demonstrated background in solving issues of scale with out-of-the-box thinking.WORK EXPERIENCE6-10 years of experience working in the IT Industry (Software Engineering, Development Management, Project / Product Management, Pre-sales, Customer Engagement, Customer Success, Preferred Care, Consulting, etc.), of which4+ years with exposure to external clients (or project experience), either within an SAP cloud solution and/or industry based Solutions.Watch this Video Message from Michael as he shares the journey and evolution of the Customer Engagement Platform & Technology team. Read this Blog Post to learn about the team's strategic purpose and focus for the remaining of 2020 and beyond.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: or, APJ:, EMEA: candidates might be required to undergo a background verification with an external vendor.Additional Locations:
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