We help the world run better
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!
Regional Customer Officer
The Regional Customer Officer works in a team environment to help ensure that customers successfully implement, go live, upsell and renew and maintain a satisfied relationship with SAP. We help to proactively manage global/regional complex engagements and support our strategic/complex sales cycles. We also Manage Critical Customer Situations de-escalations and action plans.
The role has a number of responsibilities and activities, including, but not limited to:
- Acting as ultimate escalation point for assigned Market Unit and customer (when standard escalation process is exhausted);
- Proactively review strategic accounts with technical issues and working on action plans to resolve and drive these issues to closure;
- Implement Activate Q-Gates to assigned strategic project;
- Coordinating meetings, managing escalations, and provide updates to the SAP account team, SAP executives and partners;
- Maintaining detailed information on escalated customers and regularly reviewing project health;
- Liaising with a number of key stakeholders including operations, support, Preferred Success, engineering triage, customer first organization and Product COE for escalation related issues within SAP;
- Recommending and advising additional professional services, either SAP or Partner led to ensure customer success;
- Validating and commenting on partner readiness to deliver on project
Success Criteria
- Excellent relationship with Customer First organization, Engineering, Operations, Support, Preferred Success and other key stakeholders
- Improved Customer Satisfaction and Decreased number of escalated accounts
- Reduced number of projects in escalation
- Reduced number of partner-initiated tickets and reduced number of how-to questions
- Greater number of reference-able customers
- Higher NPS scores for customers moved out of escalation
Experience Requirements
- Minimum 10+ years of professional experience in any of the following areas: Consulting, Professional services & support roles, Account Management in the Software / IT Industry sector
- Knowledge and technical experience with Successfactors and SAP HCM on-premise would be a distinct advantage
- Problem solving attitude
- Prone to engage with local stakeholders, to create own network to solve issues.
- Experience with support systems, message handling and remote communication tools (e.g. Webex, SAP Connect, NetMeeting, Skype, Computer Based Training…etc.)
- The role requires to have a strong level of technical credibility and a strong IT/Software industry background is an advantage
- Clear understanding of customer issue (technical, partnership, business, …) and capability to manage resources to find the relevant solution.
- Knowledge of sales/marketing & partner relationship process will be an added advantage
- Understanding of end-to-end HR business processes
- Demonstrable strong interpersonal and team-working abilities, coaching skills an advantage.
- Problem Analysis and problem resolution abilities
- Enthusiastic & pro-active, process-oriented person.
- Relationship building/networking capabilities
- Customer focused and service-oriented attitude
- Excellent interpersonal and communication (verbal & written) skills
- Strong time management capabilities
- Listening, Understanding, and Responding: Practices attentive and active listening, has patience to hear people out and can accurately restate and respond to issues and concerns
- Strong coordination and planning capabilities
- Confidence in presenting to partners using remote technologies such as NetMeeting/Webex.
- Experience in remote selling or support would be an advantage
- Able to work independently and take ownership of assigned tasks
- Highly self motivated and performance orientated
- Able to work at all levels in an organization and possess strong stature and presence. Must be highly credible both internally and externally
Education
- Bachelor equivalent degree
We build breakthroughs together
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 99,000 - 216,000 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.
Requisition ID: 387966 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid