SAP TechEd US 2018 Learning Journeys

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Customer Engagement Executive

The Customer Engagement Executive (CEE) has 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 this position is to maximize the value that customers and SAP receive through adoption and use of the subscription software. The CEE is responsible for aiding their customers with the execution of their solution strategy.

Key Tasks

  • 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 trusting 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