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Customer Engagement Expert Job

  • Job Code
    184392 Work Area: Customer Service and Support Expected Travel: 0 - 50% Career Status: Professional Employment Type: Regular Ful
Customer Engagement Expert Job

Customer Engagement Expert Job

Date: Jul 5, 2018

City: New York, NY, US

Company: SAP

Requisition ID: 184392
Work Area: Customer Service and Support
Expected Travel: 0 - 50%
Career Status: Professional
Employment Type: Regular Full Time

Original Posting Date: 4/8/2018


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.

Location: New York, NY  (and client sites nationwide)


Purpose and Objective: SAP America, Inc. seeks a Customer Engagement Expert at our New York, NY office location and various client sites nationwide to develop and improve the S/4HANA Public Cloud competencies by working with the CCO market Vice Presidents responsible for our geographic and strategic industry customers.


Expectations and Tasks: Development of forecasting, account penetration plans, and customer engagement plans that will deliver business outcomes. Conduct customer business and opportunity diagnostics to analyze business case drivers, to identify program risks and to establish action plans that deliver near term results and continue to improve CCO business processes related to our value proposition. Develop and execute quarterly plans that improve solution adoption and increase revenue renewals across assigned customer portfolio. Develop and maintain customer program reporting to communicate progress and to help govern the relationship with customer, CCO and SAP executive sponsors. Develop deep relationships with key decision makers and executive sponsors within the Customer and participate in quarterly review meetings. Responsible for knowledge management, best practices and leading business commerce enablement strategies specific to the S/4 HANA Public Cloud value proposition. Assist customers with transformational change by facilitating and coordinating cross functional involvement with CCO solutions consulting, services delivery and business commerce enablement teams as required. Proactively engage customers to ensure they get maximum value from SAP solutions; facilitate customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc. Develop trusting and deep relationship with multiple stake-holders, by establishing regular cadence of interactions (e.g., email, regular calls, JAM, Customer Relationship Reviews, etc.); maintain log of interactions. Advocate for and become voice of customer within SAP; understand competitive threats and utilize 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. Analyze 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 renew. Work closely with administration and renewals to ensure renewal forecasts are executed on-time. Drive customer references; push for reference stories across accounts. Establish success metrics agreed with the customer and documented in Executive Summary reports; track and address reference blockers for each account. Ensure overuse is reflected during renewal and proactively addressing overages outside the renewal cycle. 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. 50% travel required to client sites nationwide.


Education and Qualifications/Skills and Competencies: Bachelor's degree in Computer Science, Information Technology, Engineering, or related field and 7 years of experience required. Will accept a Master's degree and 5 years of experience.


Work Experience: Experience must include five years involving: SAP S/4HANA , Cloud Solution or Architect or similar experience required, SAP functional and technical, Project/Program management, ASAP or Activate Methdology experience, experience with large enterprise multi-national companies. 50% travel required to client sites nationwide.


Travel: 50% travel required to various client sites nationwide.


Internal use only: reference code lhrs4262

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.

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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.
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