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 and Tasks

Customer First is aiming to create an industry-leading and scalable digital customer engagement to provide our high volume customer base with a great experience. The objective of this function will be to improve customer satisfaction and retention, increase solution adoption, and manage reference ability through a consistent, efficient and scalable methodology across different SAP lines of business.

The Digital Customer Engagement Executive is responsible for helping drive successful onboarding, adoption and customer satisfaction across multiple cloud solutions. The DCEE will report to the Digital Engagement COE leader and is critical in helping build and ensure long-term success of the global Digital Engagement function. The DCEE will be engaging with customers and helping shape the continuous improvement of the digital customer journey experience.

Primary responsibilities include:

• Engage with a large portfolio of customers across different cloud offerings to assist and guide them through the different phases of the lifecycle including onboarding, adoption, value realization and renewal
• Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes and best practices
• Empathize with every aspect of the customer experience, putting customers’ needs first
• Build and leverage a network of key internal stakeholders from different functions that can support customer success
• Monitor effectiveness and syndicate best practices for digital customer engagement as they relate to improving customer onboarding, NPS, adoption, reference-ability, renewal rates and upsell

Experience & Language Requirements

• Account management or Customer Success experience, preferably for B2B SaaS software, and proven ability to succeed in a fast-paced environment
• Ability to build credibility and trust by understanding customer requirements
• Record of building strong relationships internally and externall
• Proactive attitude to anticipate and solve problems
• Ability to learn and adapt quickly
• Demonstrated ability to manage multiple tasks across function
• Strong orientation to teamwork and collaboration
• Excellent listening, written and oral communication skills

Language Skills

• Fluent in English
• Fluent in German

Education

• University degree or comparable experience
• MBA a plus