About the role
CDM Owns, develops and supports growth of the client relationship for SAP Enterprise Cloud Services (ECS)
Is the voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement
Is fully accountable for the ECS client engagement and service delivery, supported by various ECS roles and functions as needed
Ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer's System Integrators or other Hosting Partners
Proactively positions new ECS service offerings, packages and brokers upsells within the client via the SAP Sales team (e.g. Industry AEs and others)
Manages proactive delivery of service plans and reactive support requests
Hosts regular status and governance meetings with customers and other SAP stakeholders (extended account team)
Drives Customer Success – takes accountability for ECS service delivering expected outcomes to the business.
Drives Commercial Success – avoids service credits, looks for improvement opportunities for upsell, engages Sales for pursuit
Expected to spend most of the time on sustainable account management (e.g. growing relationship, continued utilization of ECS portfolio and enlarging ECS footprint) and limited time on service delivery
Expected to spend up to 20% of time onsite at client location
About the company
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.
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