Regional Customer Officer

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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!

 

Regional Customer Officer

The Regional Customer Officer works in a team environment to help ensure that customers successfully implement, go live, upsell and renew and maintain a satisfied relationship with SAP.  We help to proactively manage global/regional complex engagements and support our strategic/complex sales cycles. We also Manage Critical Customer Situations de-escalations and action plans.

 

The role has a number of responsibilities and activities, including, but not limited to:

 

• Acting as ultimate escalation point for assigned Market Unit and customer (when standard escalation process is exhausted);
• Proactively review strategic accounts with technical issues and working on action plans to resolve and drive these issues to closure;
• Implement Activate Q-Gates to assigned strategic project;
• Coordinating meetings, managing escalations, and provide updates to the SAP account team, SAP executives and partners;
• Maintaining detailed information on escalated customers and regularly reviewing project health;
• Liaising with a number of key stakeholders including operations, support, Preferred Success, engineering triage, customer first organization and Product COE for escalation related issues within SAP;
• Recommending and advising additional professional services, either SAP or Partner led to ensure customer success;
• Validating and commenting on partner readiness to deliver on project

 

Success Criteria

• Excellent relationship with Customer First organization, Engineering, Operations, Support, Preferred Success and other key stakeholders
• Improved Customer Satisfaction and Decreased number of escalated accounts
• Reduced number of projects in escalation
• Reduced number of partner-initiated tickets and reduced number of how-to questions
• Greater number of reference-able customers
• Higher NPS scores for customers moved out of escalation

 

Experience Requirements

• Minimum 10+  years of professional experience in any of the following areas: Consulting, Professional services & support roles, Account Management in the Software / IT Industry sector
• Knowledge and technical experience with Successfactors and SAP HCM on-premise would be a distinct advantage
• Problem solving attitude
• Prone to engage with local stakeholders, to create own network to solve issues.
• Experience with support systems, message handling and remote communication tools (e.g. Webex, SAP Connect, NetMeeting, Skype, Computer Based Training…etc.)
• The role requires to have a strong level of technical credibility and a strong IT/Software industry background is an advantage
• Clear understanding of customer issue (technical, partnership, business, …) and capability to manage resources to find the relevant solution.
• Knowledge of sales/marketing & partner relationship process will be an added advantage
• Understanding of end-to-end HR business processes
• Demonstrable strong interpersonal and team-working abilities, coaching skills an advantage.
• Problem Analysis and problem resolution abilities
• Enthusiastic & pro-active, process-oriented person.
• Relationship building/networking capabilities
• Customer focused and service-oriented attitude
• Excellent interpersonal and communication (verbal & written) skills
• Strong time management capabilities
• Listening, Understanding, and Responding: Practices attentive and active listening, has patience to hear people out and can accurately restate and respond to issues and concerns
• Strong coordination and planning capabilities
• Confidence in presenting to partners using remote technologies such as NetMeeting/Webex.
• Experience in remote selling or support would be an advantage
• Able to work independently and take ownership of assigned tasks
• Highly self motivated and performance orientated
• Able to work at all levels in an organization and possess strong stature and presence. Must be highly credible both internally and externally

 

Education

• Bachelor equivalent degree

 

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