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PURPOSE AND OBJECTIVES :
The Customer Engagement Executive (CEE) at this level is a functional leadership role closely aligned with the regional and senior management of Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within the customers in the region.
This role requires a senior professional with the expertise and experience to help customers maximize the value that customers and SAP receive through adoption and use of the RISE with S / 4HANA Private Cloud Edition and to ensure that the customers deploy and use of all their entitled subscription software.
The role, by design, is cross functional and will align with leadership across CE&X
RISE with S / 4HANA Private Cloud Edition is designed to provide innovation, flexibly, and cloud-like values while allowing on-premise customers to retain their existing ERP or S / 4HANA investments by converting their current system(s) to the cloud.
This subscription model delivers customers a modern, Cloud-based architecture hosted in SAP or Hyperscaler data centers.
EXPECTATIONS AND TASKS :
The Customer Engagement Executive works in partnership with the Sales, Development, Operations, Support and market Vice Presidents responsible for our geographic and strategic industry customers to develop and improve the S / 4HANA Cloud competencies.
Development and management of forecasting, account penetration plans, and customer engagement plans that will deliver business outcomes.
Conducts 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 business processes related to our value proposition
Work with the market Vice President and Head of CEE to develop and execute quarterly plans that improve solution adoption and increase revenue renewals across assigned customer portfolio.
Develops and maintains customer program reporting to communicate progress and to help govern the relationship with customer, C-Suite and SAP executive sponsors.
Develops 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 Cloud value proposition.
Assists customers with transformational change by facilitating and coordinating cross functional involvement with solutions consulting and services delivery.
These plans should include :
Ensure rapid adoption and enablement of solutions that drive value for the customer
Increase the customer’s usage of their contracted cloud applications up to and beyond the entitlements that they have
Drive customer satisfaction through positive NPS scores
Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and revenue growth.
Maintain a close working relationship other regional business teams (Cloud LoB AEs, Services Account Managers, AGS support personnel, GADs, MPs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and growth opportunities
Facilitate quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES :
Proficiency in MS Office : Excel, PowerPoint, Word and Outlook
ERP, S / 4HANA background
Native Japanese speaking requirement
WORK EXPERIENCE :
Excellent program and project management and customer management competencies
Proven Leadership experience and innovative mindset
Customer Success mindset across the business
Proven experience with business process transformation and re-engineering disciplines
Experience selling or delivering consulting services, SAP HEC experience a bonus
Senior-level or operational experience complex customer engagements
Commercial experience including experience developing account management plans and contract negotiation