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Global CA Full Time Posted: Saturday, 9 November 2019
Applicants must be eligible to work in the specified location

Requisition ID: 235118
Work Area: Sales
Expected Travel: 0 - 40%
Career Status: Professional
Employment Type: Regular Full Time


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.

Role Definition

Our Global Experts are part of our Customer Engagement (CEE) team within Customer First. Global Experts are a team of remote specialists that engage with customers using modern technology to help coach, advise and triage challenges in the adoption of SAP Cloud Platform and Leonardo. The team is available on-demand, through scheduled interactions to help customers break-through barriers that are inhibiting adoption. In many cases, it will be an offer to onboard or quickly connect a customer with value-add parts of SAP's ecosystem, including support, services, education, and our broad partner network. Our Global Expert team is deeply skilled across SAP's PaaS portfolio and can provide use-case, best-practice, architectural, and life cycle guidance.

To help focus our efforts and drive scale, we are looking to hire a Global Leader for this team. The leader will help drive the strategy and execution of our low-touch engagement model and should bring to the table experience in this type of engagement model. This isn't a headcount management role.

The focus of this position is to lead a team of Global Experts to drive customer adoption through remote customer engagement across the Digital segment of customers for SAP Cloud Platform and Leonardo. Adoption is paramount as it helps safeguard renewals and creates the basis for upsell.

Job Mission and Purpose

To increase customer adoption, satisfaction, renewals and upsells by helping lead our Global Team through their engagement with customers to successfully address challenges during their life cycle of product usage.

Global Experts rapidly engage with customers seeking assistance by leveraging modern technology to provide a positive remote experience.

Global Experts monitor strategic customers to proactively outreach at select moments-that-matter in the adoption life cycle in order to optimize the experience with the SAP Cloud Platform and Leonardo technologies.

Global Experts work collaboratively within a team structure to leverage the collectively capability of the group. This ensures that best practices from around the globe are brought to the table to maximize customer outcomes.

Global Experts maintain a close working relationship with other organizations within SAP to bring the right capability at the right time for our customers (eg Support, services, education, product, partners). Global Experts are available to the Cloud Renewal Center to help aid the successful renewal of contracts.

Example KPIs:
(financial) business metrics used to track role effectiveness

Global Experts are primarily activity based, focused on the key moments that matter for our customers. Responding quickly and effectively to customer needs for assistance, as well as outbound activities like onboarding and concierge are the main focus. Additionally, result oriented metrics like adoption rate, renewal rate, and upsell across the Digital Segment are monitored.

Skills & Competencies

  • Experience with low-touch engagement models, particularly in the areas of scale, campaigns, cloud customer engagement, renewals.
  • Team Leadership experience, particularly at global scale.
  • Good technical knowledge of the PaaS market, including deep knowledge of SAPs Cloud Platform and Leonardo offerings. Architectural and/or hands-on development experience is a benefit.
  • Use Case knowledge linked to business outcomes, particularly as it relates to how SAP Cloud Platform and Leonardo extend and enhance SAP's application portfolio.
  • Customer Relationship skill, particularly as it relates to professional remote engagement.
  • Competitive knowledge of PaaS solutions, such as Azure, AWS, and
  • Ability to work effectively in a complex Matrix and global environment.
  • Ability to develop, lead, and work effectively in virtual teams.
  • Demonstrated ability to meet and exceed deadlines and a track record of achieving personal targets.
  • Excellent communication (oral and written), presentation, program management, and organizational skills.
  • A self-starter, with energy and drive and the ability to manage multiple priorities.
  • Demonstrated background in solving issues of scale with out-of-the-box thinking.

Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment - apply now.

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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. (Americas: (see below) or (see below), APJ: (see below), EMEA: C (see below) ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations: Virtual - Global

Global CA, United States of America
11/9/2019 4:45:16 AM

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