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Customer Engagement Executive – Digital Supply Chain (Toronto)

Job title: Customer Engagement Executive – Digital Supply Chain (Toronto)

Company: SAP

Job description: What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

Job Mission and Purpose

We put our customers first, so they have the best experience possible with SAP’s Digital Supply Chain solutions. We are brave, bold and deliver on our commitments. We celebrate when our customers win. Their success is our success.

The Customer Engagement Executive (CEE) works directly with our Digital Supply Chain customers is guide them through their journey with our solutions. The CEE works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the Digital Supply Chain solutions portfolio. They achieve this by building strong relationships with our customers and helping them maximize the value of their partnership with SAP.

The CEE oversees key customer milestones throughout the customer lifecycle, from deal signature, through to system provisioning, monitoring implementation progress and business case achievement. The CEE is expected to serve as the strategic point of contact for the customer and to leverage appropriate resources across SAP functions to maintain overall customer health.

The CEE maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. AEs, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk and our ecosystem partners).

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

The Customer Engagement Executive is a revenue generating, non-Quota Carrying role. The compensation is based 50% on financial metrics and 50% by MBOs. Attainment is monitored via Success Map. All CEE role incentives should align to four categories:

Financial Metrics

  • Retention/Renewal (40%): Protecting current revenue. Annual attainment of defined retention rates for the region in which the CEE is assigned
  • Growth/Expansion (10%): Growing the business through upsell in existing Cloud customers. CEE attainment is based on annual achievement against the global target

MBO Metrics

  • Engagement/Adoption (10%): Engaging customers, driving adoption, improving NPS and finding/farming new references. CEE attainment is based on annual achievement against the global target.
  • Other measures (40%): Other measures as defined and agreed with the CEE manager, and specific to the CEEs defined customers and market. This may include successful delivery of events, targeted saves, knowledge sharing, thought leadership & personal development. No more than 3 CEE specific measures should be defined.

Note: The CEE will work with a non-customer facing renewals specialist (shared service role) who will focus on the administrative parts of the renewal quote-to-cash process. The CRS manages quote creation, modification, and booking to ensure accurate renewal transaction. The CRS may provide financial reporting and account termination support.

Job Objectives | tasks and functions CEEs must accomplish to effectively perform their role

Territory Management

  • The CEE is accountable to create and maintain a comprehensive view of their territory. They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
  • The CEE will leverage system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew
  • The CEE develops and implements account strategies and implementation plans for emerging and renewal customers

Build Account Relationships

  • Develops trusting and deep relationship with customer stakeholders, by establishing regular cadence of interactions
  • Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
  • Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)
  • Works with marketing to ensure customer groups meetings take place frequently in the territory and are communicated to customers

Nurture References

  • Drives customer references; pushes for reference stories across accounts
  • Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account

Drive Value Realization

  • Manages the renewal processes through qualification, needs analysis, commercial negotiation and close
  • Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc.

Manage Retention

  • The CEE manages the renewal cycle for their customers in tight collaboration with the CRS.
  • The CEE is accountable for engagement with the customer, account team and other commercial stakeholders.


  • Provide sales teams with information about potential opportunity for license sales within and outside of the Digital Supply Chain portfolio

Required Experience and Education

  • 5+ years’ experience in the following areas:
  • Sales, Pre-Sales, Services or Solution/Product Management
  • Project management experience, including business process transformation and re-engineering
  • Experience managing complex customer engagements
  • Customer relationship management, sales, and sales team expertise in license or services domain
  • Commercial experience, incl. developing account management plans and contract negotiations
  • Line of Business experience in Supply Chain, Asset Management, Procurement, or Manufacturing
  • Multilingual depending upon region
  • Multilingual capability is an advantage depending upon region (minimum is local language + English)
  • Bachelor equivalent: Required; MBA or related post-Bachelor qualification is preferred
  • Travel expectation is up to 40% of time on-site with customers

We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: or, APJ:, EMEA:

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID:302795 | Work Area: Sales | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:

Expected salary:

Location: Toronto, ON

Job date: Fri, 20 Aug 2021 22:16:42 GMT

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