The Customer Engagement Associate (CEA) has overall responsibility for the daily management of assigned Legacy BusinessObjects and Sybase customer accounts, including account management strategies as well as engagement and expansion plans to maximize growth potential within these customers, within the portfolio.

 The focus of this position is twofold, to maximize the value that customers realize through their SAP Enterprise Support Services, and to proactively oversee the Customer Lifecyle Management process.  The CEA is expected to serve as the primary point of contract for the customer and to maintain customer satisfaction, is responsible for retention of the revenue associated with customers within their portfolio, and effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer. 

 EXPECTATIONS AND TASKS

• Develop and implement account strategies and implementation plans for emerging customer accounts that further existing account adoption and identify new business opportunities within assigned accounts. 
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to maintenance renewals and directory subscriptions.
• Maintain a close working relationship with other regional SAP teams necessary to support all assigned accounts.
• Act as initial escalation point for support issues for those accounts within their portfolio.
• Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives).
• Deal management and commercial negotiation of the entire opportunity (from opportunity to close) for renewals.
• Facilitate quarterly Account Reviews with customer and Account team.
• Manage new account assignment into portfolio.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

• Bachelors or Master’s degree in Business, Marketing, Communications, Sales or other relevant field of study.

• 0-3 years of experience, including internships, in sales, consulting, LOB, or Industry relevant experience.

• Fluent in English and local language, written and spoken.

• Strong communication skills including an aptitude and passion for public speaking.

• Creative and resourceful self-starters with strong interpersonal skills.

• Possess a strong desire to work in a dynamic, fast paced organization.

• Relationship oriented possessing an aptitude for quickly creating and nurturing connections with others.

• Relevant projects that demonstrate your communication and interpersonal skills, as well as a strong work ethic that delivers high quality deliverables.

• Creative problem solver who is able to work independently as well as a team.

• Multi-lingual a plus

WORK EXPERIENCE

• 0-3 years of experience in sales, consulting, support or other relevant customer centric role, including internships.
• Proven record of customer facing experience.
• Demonstrated knowledge of business processes and industry trends.

Exposure or Experience to selling or delivery consulting services or managing complex customer engagements a plus.

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

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