Customer Engagement Executive Expert (CEE) (m/w) at SAPCustomer Experience
Milan, MI, IT
7 gg fa
source : Successfactors

Work Area : Sales

Expected Travel : 0 - 60%

Career Status : Professional

Employment Type : Regular FullTime


SAP started in 1972 as a teamof five colleagues with a desire to do something new. Together,they changed enterprise software and reinvented how business wasdone.

Today, as a market leader in enterprise application software,we remain true to our roots. That’s why we engineer solutions tofuel innovation, foster equality and spread opportunity for ouremployees and customers across borders andcultures.

SAP values the entrepreneurial spirit,fostering creativity and building lasting relationships with ouremployees. We know that a diverse and inclusive workforce keeps uscompetitive and provides opportunities for all.

We believe thattogether we can transform industries, grow economics, lift upsocieties and sustain our environment. Because it’s the best-

runbusinesses that make the world run better and improve people’slives.


The SAP C / 4HANA Suite for CustomerEngagement and Commerce is designed to offer businesses anintegrated approach to deliver real-

time experiences to customersacross all digital channels. Customers will be able to exchangeinformation, such as customer data, between a range of systems toproduce a 360-

degree view of thecustomer.

Along with SAP C / 4HANA and SAP HANAin-memory computing, the following SAP product suites are includedin the SAP Customer Experience LoB : SAP Commerce Cloud, SAP SalesCloud, SAP Service Cloud, SAP Marketing Cloud as also SAP CustomerData Cloud.

The SAP CX Customer Success & Renewals teamfocuses on the strategic accounts of SAP CustomerExperience.

The Customer Engagement Executive (CEE)Expert at SAP Customer Experience has overall responsibility forthe daily management of assigned SAP CX Cloud customer accounts.

This includes account management strategies for full systemadoption and utilization and expansion plans to ensure profitablegrowth within these customers.

Everything the CEE does on aday to day basis with their customers, supports the goals ofoptimal system adoption, revenue retention andexpansion.

The CEE’s mission is toincrease customer retention, renewals and upsells / Cross-sells bybuilding strong relationships with key customer stakeholders andensuring customer adoption full functionality to maximize the valueof their partnership withSAP.

The Expert CEE is the primary point ofcontact for the customer in the post-sales-phase. They are expectedto have a strong view of what operating in thecloud’ means and to be able to articulate that viewpointto the customer.

They are to join the customer on theirOmni-channel strategy, business and digital transformationaljourney, advising them on potential bumps in the road, encouragingCloud behavior and steering the customer away from the pitfalls ofOn Premise thinking.

Expert CEEs are field based and take care fordifferent customers in theregion.

Drive ValueRealization

  • Understand customer needs, and how toleverage SAP Customer Experience solutions to addressthem.
  • Proactively engage customers to ensurethey adopt full functionality to get maximum value from their SAPCustomer Experienceinvestment.
  • Consistently monitor account health,identify early warning signs for risk, and proactively addressproblems.
  • Effective CommercialManagement

  • Manage, track, and update accountactivities in terms of subscriptions, financial practices, contractterms, and productusage
  • Retain current revenue footprint and lookfor expansionopportunities
  • Work closely with administration andrenewals to ensure renewal forecasts are executedon time.
  • Build AccountRelationships

  • Develop trusting and deep relationshipwith multiple SAP-internal and customerstakeholders.
  • Understand various levels of customerorganization (C Level, System Admin / User, Marketing, Finance, IT,etc.)
  • Advocate for and become voice of customerwithin SAP; understand competitive threats and utilize properescalation channels to help customers during times ofneed.
  • ManageReference ability

  • Drive customer references and businesstransformational stories acrossaccounts.
  • Establish success metrics, annual goalsand key objectives agreed with thecustomer.

  • Commercial experience includingexperience developing account managementplans
  • Experience in Sales & Service,CRM, Digital Marketing andE-Commerce.
  • Experience in managing complex customerengagements
  • A self starter, with energy, drive andthe ability to manage multiple priorities. Experience acting as atrusted and strategic advisor to customers Strong knowledge of SaaSmodels and Cloudmindset.
  • Strong ability to organize, prioritizeand execute to meet your goals intime
  • Capability to withstand frequent andintense pressure as a result of challenging customer situations anda demanding workload;
  • must be able to maintain a positive,solutions oriented and professional mannerthroughout.

  • Strong oral and written communicationskills with the ability to credibly present recommendations tosenior management in the organization;
  • proven capability to adaptcommunication style to fit geographically diversestyles.

  • Ability to identify and understand theneeds of the customers, hence leading up to anopportunity
  • Capability to acquire a thoroughknowledge of SAP products and eco-systems, and be able tocommunicate and demonstrate theirvalue
  • Requiredskills

  • Excellent product know-how on SAPCustomer Experience C / 4HANA product suite with a focus on the cloudsolutions
  • Deep sense of accountability andownership
  • Fluent in Italian and English. Morelanguages arewelcome
  • Executive presence (internal andexternal)
  • Capability to drive cross-functionalteams andprograms
  • Rapport building & conflictmanagementskills
  • Preferredskills

  • Aptitude for creative / innovative thinkingand analysis
  • Sales and solutionsfocus
  • Proactive andresponsive
  • Forward thinking and SolutionOriented

  • 7-10 years of experience working withexternal clients (consulting, account management, or projectexperience) either within an SAP cloud solution and / or industrybased.
  • Alternatively, you have gained an equivalent amount ofexperience in a customer facingrole.


    Success is what you make it. At SAP, wehelp you make it your own. A career at SAP can open many doors foryou. If you’re searching for a company that’s dedicated to yourideas and individual growth, recognizes you for your uniquecontributions, fills you with a strong sense of purpose, andprovides a fun, flexible and inclusive work environment applynow.


    To harness the power ofinnovation, SAP invests in the development of its diverseemployees. We aspire to leverage the qualities and appreciate theunique competencies that each person brings to thecompany.

    SAP is committed to the principles ofEqual Employment Opportunity and to providing reasonableaccommodations to applicants with physical and / or mentaldisabilities.

    If you are in need of accommodation or specialassistance to navigate our website or to complete your application,please send an e-

    mail with your request to Recruiting OperationsTeam(Americas : Careers.NorthAmerica or Careers.LatinAmerica,APJ : Careers.

    APJ,EMEA : Careers

    Successful candidates might be requiredto undergo a background verification with an externalvendor.

    AdditionalLocations : Virtual -Italy

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