Senior Customer Engagement - Khobar Job

Responsibilities include:

• Development and management of forecasting, account penetration plans, and customer engagement plans that will deliver business outcomes.
• Conducts customer business and opportunity diagnostics to analyse business case drivers, to identify program risks and to establish action plans that deliver near term results and continue to improve business processes that ensure value realization
• Work with the market Vice President and Customer Engagement Experts to develop and execute quarterly plans that improve adoption, customer satisfaction, network growth and renewals across assigned customer portfolio.
• Develops and maintains customer program reporting to communicate progress and to help govern the relationship with customer, Senior Leadership and SAP Executive Sponsors – with specific expertise around implementation and best practices
• Develops deep relationships with key decision makers and executive sponsors. and Procurement & IT functions. Participate in quarterly review meetings with the identified senior stakeholders as per the governance plan
• Responsible for knowledge management, best practices and leading business enablement strategies specific to the SAP Ariba Solutions, Products and Services. and value proposition
• Assists customers with transformational change by facilitating and coordinating cross functional involvement across SAP as required
• Develops and implements account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts. These plans should:
  • Ensure deep adoption of SAP Ariba products
  • Expand business process automation
  • Increase the customer’s usage of their contracted SAP Ariba cloud solutions up to and beyond the entitlements that they have.
  • Track SLA performance and overall customer satisfaction and health
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, network growth and subscription software expansion
• Digital Transformation; Creation and Execution of Digital Transformation 3-5 Year Road Mapping
• Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, AGS support personnel, GADs, MPs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
• Develop and maintain close working relationships with Partners engaged with assigned accounts to insure effective account relationships and deliverables. Where applicable engage with Partner Delivery Managers (PDM) for unified oversight.
• Work with partner and client during deployment to ensure the best outcome for all parties
• Drive successful renewals (including accurate forecasting of renewals), drive network growth and using in depth knowledge of customers, drive growth opportunities in partnership with assigned Account Executives
• Facilitate regular business reviews with customer, account team, and broader executive team members to confirm ongoing customer account goals, assess progress, align to value realization and strengthen relationships