Learning Journeys for Students

Learn more - Customer Engagement Skills

Skills you need

Learning Journeys inspire life-long learning throughout your career

I am a Customer Engagement Executive

As a Customer Engagement Executive (CEE) I have the overall responsibility for the daily management of assigned customer accounts, including account management strategies and engagement / expansion plans to ensure profitable growth within these customers. The focus of my position is to maximize the value that customers receive through adoption and use of the subscription software. I am responsible for aiding my customers with the execution of their solution strategy.

My Key Tasks are to:

  • Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP investment
  • Consistently monitor account health, identify early warning signs for risk, and proactively address problems
  • Manage, track, and update account activities in terms of subscriptions, financial practices, contract terms, and product usage
  • Retain current revenue footprint and look for expansion opportunities
  • Work closely with administration and renewals to ensure renewal forecasts are executed on‐time
  • Develop trusted and deep relationship with multiple SAP and customer stakeholders
  • Understand various levels of customer organization (C‐Level, System Admin/User, Marketing, Finance, IT, etc.)
  • Advocate for and become voice of customer within SAP and the Partner Organization; understand competitive threats and utilize proper escalation channels to help your customers during times of need
  • Drive customer references and business transformational stories across accounts
  • Establish success metrics, annual goals and key objectives agreed with the customer

My Areas of Expertise include:

  • Managing complex customer engagements including escalation situations
  • Commercial knowledge
  • Customer relationship experience
  • Product knowledge overview
  • Strong value proposition knowledge