SAP Customer Engagement Executive with French Job in Dublin, Ireland

Requisition ID: 155366

Work Area: Consulting and Professional Services

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.

KEY RESPONSIBILITIES & TASKS

The Customer Engagement Executive (CEE) has overall responsibility for the daily management of assigned Active Renewals customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers. The focus of this position is to maximize the value that customers and SAP receive through maintenance and services adoption and use of the customers deployed software for the mid-tier customer segment.

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. The CEE is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the Active Renewal Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer. The CEE will primarily interact with customers via telephone.

  • Develop and implement account strategies and implementation plans for renewal customers that increase revenue retention and growth.

  • Increase maintenance revenues under management through improved renewal rates, cross or upsell and Maintenance Winback.

  • Track SLA performance and overall customer satisfaction

  • Meet or exceed account-specific revenue and profitability goals for account portfolio

  • Maintain a close working relationship with other regional business teams such as AEs, Services Account Managers, AGS support personnel, GADs, MU Maintenance Managers and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.

  • Act as primary escalation point for those accounts within their portfolio

  • Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal opportunities

  • Deal management and commercial negotiation of the entire opportunity (from opportunity to close) for renewals

  • Facilitate quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships

  • Manage new account assignment into portfolio

  • Support & mentor Customer Engagement Associates

EXPERIENCE & LANGUAGE REQUIREMENTS

  • Fluent in English & French (multilingual)

  • 3-5 years of experience in the following areas:

  • Maintenance Renewals

  • Selling or delivering consulting services

  • Managing complex customer engagements

  • Commercial experience including experience developing account management plans and contract negotiation

  • Complex Account Management

  • Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook

EDUCATION

Bachelor equivalent: Not essential

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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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