Digital Customer Engagement Executive - German Job

Job Description

Requisition ID: 222274
Work Area: Sales
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION
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 and scalable digital customer engagement to provide our high volume customer base with a great experience. The objective of this function will be to improve customer satisfaction and retention, increase solution adoption, and manage reference ability through a consistent, efficient and scalable methodology across different SAP lines of business.

The Digital Customer Engagement Executive is responsible for helping drive successful onboarding, adoption and customer satisfaction across multiple cloud solutions . The Digital Customer Engagement Executive will report to the Digital Engagement COE leader and is critical in helping build and ensure long-term success of the global Digital Engagement function. They will be engaging with customers daily and helping shape the continuous improvement of the digital customer journey experience.

Primary responsibilities include:

Engage with customers across different cloud offerings to assist and guide them through the different phases of the lifecycle including onboarding, adoption, value realization and renewal

Empathize with every aspect of the customer experience, putting customers’ needs first

Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty

Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from SAP investment

Monitor effectiveness and syndicate best practices for tech-touch customer engagement as they relate to improving customer onboarding, NPS, adoption, reference-ability, renewal rates and upsell

The ideal candidate should have a proven track record of Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement, and outstanding communication skills.

Experience & Educational Requirements
Experience & Language Requirements

Account management or Customer Success experience, preferably for B2B SaaS software, and proven ability to succeed in a fast-paced, high growth technology environment

Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base

Ability to build credibility and trust by understanding customer requirements

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 and German required, other languages a plus
Education

University 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: [email protected] or [email protected] , APJ: [email protected] , EMEA: [email protected] ).

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

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