SAP Concur - Senior Customer Engagement Executive Job

Job Description

Requisition ID: 235673
Work Area: Presales
Expected Travel: 0 - 50%
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.

Job Overview:

This position is responsible for the on-going success and partnership of named customers within the assigned segmented client base. It will involve applying expert level client relationship, sales, product knowledge and program/project management skills to support assigned client base across India. It involves account management, achieve sales objectives, cross/up-sell opportunities, retention and High NPS scores.

The account base have moderate to high levels of complexity, risk, and impact on the organization. This will involve managing to identify and influence senior executives in the client organization across offices of CFO, COO, HR and Procurement organizations – these efforts will require cross-departmental engagement to support the influence and subsequently thought leadership.

Responsibilities:

1. Deliver and exceed Client Development goals – i.e. the pipeline goals, Attrition %, Renewal % and CLM MBOs (Cadence on Success Plan, CBR, NPS and References) for their assigned territory
2. Deliver value optimisation – Drive Customer Adoption and Value Realization, be a trusted advisor to the clients
3. Execute India Territory Plan – This would mean to Build and own the Territory plan along with the sales(Client/RSE) that will help strategise and execute the plan to Grow revenue, drive adoption and utilsation, realise and optimize value and retain customers

Other areas of Responsibilities:

• Establish measurements to accurately and consistently forecast monthly, quarterly and annual metrics.
• Adhere to exceeding the KPI’s that are set – Pipeline goals, Revenue goals, Low Attrition levels, 100% retention rates, timely escalation to the right teams and capturing the risks/issues in Success Plan.
• Follow the playbook that will help streamlining the customers’ journey and processes.
• Adhere to SFDC process and capture regular activities that will help accelerate opportunities and track the progress.
• Conduct regular business reviews that will help in realizing and optimizing the value and help growing cross/up-sell revenue.
• Monitor the quality and performance of client relationships, client opportunities, evaluate trends and make recommendations for client specific improvements and process improvements.
• Responsible for driving up the client references and Client NPS scores.
• Establish effective cross-departmental relationships to drive initiatives that will improve the deployment quality and efficiency.
• Act as line of escalation of client issues and provide timely feedback to the cross group teams who will be the Franchise to support and handhold in various situations, like, support/service issues, escalation management.
• Participate in process reviews and contribute to overall service delivery process improvement initiatives.
• Be aware of, and comply with, all corporate policies.

Qualifications Education and Experience required:

• Bachelor's degree required. Higher education (MBA for example) or specialized training preferred.
• 3+ years of SAP Concur product or related experience.
• Ability to pass a background check.

Job Specific Specialized Knowledge & Skills/Experience:

Top 3 priorities:

1. Account management – minimum 7 years of experience with a track record in managing and growing a portfolio of customers
2. Someone who understands cloud ecosystem and handled related technical queries.
3. Experience and track record in Customer Life Cycle Management
4. Highly structured approach with strong collaboration, communication and problem solving skills

Other areas of skills/experience:

• Ability and experience in strategizing and executing business goals/plans
• Demonstrated ability to analyze situations, define key objectives, and develop strategies and action plans.
• Broad understanding of business, financial systems and organizational decision-making.
• Strong written and verbal communication skills, including negotiation skills.
• Demonstrated ability to assess and analyze issues/data and develop or implement appropriate plan to resolve.
• Must possess a client-focused attitude with the ability to act as a client advocate when escalating and resolving issues.
• Proven ability to engage and interact with internal teams to drive the process of resolving client issues.
• Excellent planning and project management capabilities.

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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