Job Description

Requisition ID: 181978
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
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.
Key Areas of Responsibility:
SAP’s Strategic Customer Program (SCP) includes our 25 largest accounts globally. Through a collaborative engagement model and top executive attention, SCP accounts engage in a balanced, sustainable partnership for future growth, delivering innovation while lowering time to value.
Following the license sales customer segmentation, DBS enhances SCP account definition with DBS specifics, creating a subset called “Important SCP accounts”. Those accounts are classified based on 3 characteristics:
A) Top maintenance payer
B) ONE Service account
C) Premium Engagement Customer
These accounts are at the leading edge of adoption and co-innovation, embarking on a digital transformation journey. In order to drive this journey, SAP DBS requires a trusted advisor and partner, that has the following objectives:
1. Be accountable for commercial targets Meets own P&L and services revenue targets within a dedicated account
2. Demonstrate Leadership Provides thought leadership and strategic direction and ensures success of our customers by aligning the customer strategy with IT
3. Ensure Project Delivery: Leads engagements to go-live and beyond, developing a holistic understanding of the customer’s environment, current state and goals, industry challenges and key business drivers
This position has a high level of responsibility and exposure within SAP; the industry and our market leading customer. Thus a professional with an entrepreneurial mindset and business acumen is needed for this challenging role.
1. Be accountable for commercial targets:
+ Is accountable to meet own account-related P&L, supports overall customer revenue consumption (from all lines of services) and margin (bid and incoming margin)
+ Identifies customer problems and pain points that can be addressed through MaxAttention/Active Embedded offerings including value assurance packages
+ Is accountable for MaxAttention renewals and quality of services delivery plans
+ Drives customer loyalty and satisfaction
+ Provides transparency of customer status towards DBS market unit management
1. Demonstrate Leadership
+ Serves as trusted DBS partner for a dedicated customer, managing a sustainable and long-term engagement starting with customers not necessary in the “important SCP account” segment in a 1:1 relationship (1:n also possible)
+ Strongly supports the development of the customer along the defined value based innovation roadmap together with the Business Transformation Lead and corresponding Solution Architects:
+ Is accountable to identify cross and upsell opportunities within existing customer engagements along the innovation strategy of the customer
+ Supports the adoption of the value based innovation roadmap as well as of SAP solutions
+ Coordinates all SAP deliveries in service & support of an identified roadmap which is aligned with the customer
+ Starts a strong collaboration with the customer (ideally on C-level) as well as with SAP Global Account Directors, Project Managers, Licensing team, Account executives, Regional Leads, Architects, and SAM to drive the customer adoption strategy
+ Acts as escalation point for all issues with regards to the Service & Support engagements
+ Collaborates with GCO in identifying, developing and reviewing proposals for expanding SAP’s footprint (license, subscription and services) and to preserve maintenance revenue streams
+ Ensures an early involvement in the customer sales cycle to ensure a proper attach and the positioning of PE and further strategic DBS topics
+ Strongly collaborates with the embedded Service & Support team (PM, EA, TQM) and jointly defines the strategic objectives for the engagement
+ Is accountable for contractual obligations for Services, Subscription and Maintenance
1. Ensures
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