Senior Customer Engagement Executive – SuccessFactors Job

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    23 hours ago
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**Requisition ID:** 250289

**Work Area:** Sales

**Expected Travel:** 0 – 30%

**Career Status:** Professional

**Employment Type:** Regular Full Time


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, 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 believe that together we can transform industries, grow economics, lift up societies and sustain our environment.

**About the role:**

The SAP SuccessFactors Customer Engagement Executive (CEE) is the face of SAP for their assigned customers.

The role of the CEE is to drive successful customer onboarding and solution adoption, increase customer satisfaction and retention, safeguard renewals, secure references, and foster account expansion. This is achieved by building strong relationships with customer stakeholders and helping them maximize the value of their SAP partnership by achieving their desired business outcomes.

The CEE influences customer satisfaction by driving focus on solution consumption to achieve business value, proactively monitoring customer health, and mitigating risk by orchestrating engagement activities through continuous relationship management.

The CEE has overall responsibility for the daily management of their assigned cloud customer accounts and require CEEs to maintain a close working relationship with fellow SAP customer-facing teams.

**Trusted Advisor / Drive Customer Value:**

The CEE is the customer’s trusted advisor and principle advocate into SAP. The CEE partners with their customers throughout the different phases of their transformation journey. Drawing upon their HR experience, knowledge of the customer and industry insights and trends, they ensure the customer realises the full value of their SuccessFactors solution and ultimately their HR and business transformation. This is demonstrated by:

+ Providing tailored guidance to customers on how best to deploy their SuccessFactors investment to successfully align their people strategy with their business objectives.

+ Simplifying the customer’s experience with SAP by aligning and highlighting the various internal support and services teams, customer communities and online resources available to them.

+ Acting as the customer advocate internally, positioning customer insights, experiences and needs to be leveraged by the broader SAP business as we continually focus on our customer for life ethos.

+ Collaboratively developing a customer engagement plan, agreeing on the customer’s success metrics and promoting customer leading practices regarding cadence, objectives and partnership.

+ Taking a leading role as a member of the SAP value added team for the customer’s entire SAP landscape, having a holistic view of the customer’s functional projects and priorities.

+ Partnering with customers to achieve active engagement in SAP lead initiatives such as customer satisfaction surveys, business transformational stories, customer reference program and SAP events.

**Solution Adoption / Revenue Retention & Growth:**

The CEE’s focus is to create customer satisfaction, drive customer retention, subscription renewal, solution adoption and portfolio expansion for SAP. The CEE achieves this by building strong relationships with their customers and aligning solution opportunities to business and people strategies. In addition to this, CEEs also enable their customers’ long-term success by advising them on leading practices regarding project deployment, change management, governance and support model structures. This is demonstrated by:

+ Creating and agreeing on a customer roadmap to improve product adoption and maximising the perceived value of the customer’s subscription.

+ Providing leading practice advice to their customers, leveraging their knowledge of enabling cloud technology, embedding governance and managing sustainable change.

+ Developing a proactive ‘customer first’ renewal and expansion plan whilst partnering with internal SAP teams to streamline the customer experience.

+ Understanding the customer’s business model and people priorities to identify potential risks and expansion opportunities within the existing SAP footprint.

+ Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.

+ Understanding customer’s business plans and people strategies to identify business growth opportunities.

**Work Experience and Qualifications:**

Proven experience in the following areas:

+ Experience working with account management plans.

+ Experience in human resources, recruitment, learning, compensation or talent management.

+ Experience working with complex customer engagements.

+ A self-starter, with energy, drive and the ability to manage multiple priorities.

+ Customer centric mindset.

+ Strong knowledge of SaaS models and Cloud mindset.

+ Preferred experience/knowledge of Australian Public Sector

+ Confident presenting to mid-size audiences.

We will prioritise applications currently residing in Australia given restricted visa availability related to Covid-19.


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 _._


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: or , APJ: , EMEA: ).

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

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