Requisition ID: 278713
Work Area: Sales
Expected Travel: 0 – 10%
Career Status: Professional
Employment Type: Regular Full Time
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.
Key Areas of Responsibility and Tasks
Customer First is aiming to create an industry-leading digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help, guidance and experts from SAP (Digital CEE) to our customers after they have purchased an SAP solution. The objective of this function will be to optimize the customer onboarding and adoption processes in order to improve renewal rates, customer satisfaction and customer success in the Digital customer segment through a consistent, efficient and scalable methodology across different SAP lines of business.
The role of the Customer Engagement Executive (CEE) has been an effective method when engaging with the most important customers (top 5%) in a high touch manner. In order to scale, SAP needs to develop engagement models for all customer classifications (remaining 95%). To close this gap, the role of a Digital CEE (DCEE) has been established for all C1 cloud lines of business. Digital CEE’s will use a low touch/virtual engagement approach in order to provide and excellent customer experience across a number of customers. The Digital CEE will be located in several e-centers globally and have access to the latest digital tools.
Initial Responsibilities to include:
Digital CEEs will be working in a shared service environment covering accounts in the Digital Segment and interacting in a proactive (direct reach out) and reactive (inbound/web) way. Customers can connect with one of many Digital CEEs via a shared email address, a work in process scheduling app or through the work in process ‘Customer Watch List’ as defined by internal stakeholders such as CEEs, support, product management, and/or consulting etc.
Target net-new customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes. Digital CEEs will adapt a standard onboarding PPT to the specific customer and review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future via generic email and/or app.
Respond to risk scenarios. Digital CEEs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices.
Sharing SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1:n sharing sessions. Where relevant, experts will be brought in to address specific topics.
Understand and Deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal.
Maintain customer interactions in Totango with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover.
Document processes, create templates, and organize all content and team activities for transparency, team collaboration and effective onboarding of new Digital CEEs as the role expands.
Expanding responsibilities over time
Increase enablement and adoption and usage of solutions that drive value for the customer.
Identify areas for improvement across the existing subscription as well as additional software to help solve problems
Support/Drive successful renewals working with all existing support teams (Renewal Center)
The Digital CEE needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes. The ability to influence teams reporting into the LOB but supporting the Digital Engagement shared service will be key.
Experience & Language Requirements
- 5+ years industry experience preferred (marketing, digital marketing, communications)
- Commercial experience including experience developing and executing account management plans
- Experience managing high volume customer engagements is optimal
- Proven ability to work with virtual/social tools to engage with customers
- A self-starter with energy and drive and the ability to work multiple priorities
- Experience in any SAP cloud solutions
- Proven experience working with diverse sales, support and operations functional organizations – virtually/globally
- Record of building strong customer relationships (internal and external)
- Demonstrated ability to anticipate and solve problems
- Demonstrated ability to manage multiple tasks across functions
- Excellent listening, written and oral communication skills
- English required, other languages a plus (Spanish, German, French, Italian, Mandarin, Korean, Japanese)
- BS / BA degree or comparable experience
- MBA a plus
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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).
Successful candidates might be required to undergo a background verification with an external vendor.
- Address 910 Mainland St, Vancouver, BC, Canada