SAP ECS Chief Customer Officer LAC 

Mexico, Nuevo León 

692141118

COMPANY DESCRIPTION

YOUR FUTURE ROLE
We are thrilled to announce an exciting opportunity to join our team as a Customer Officer for the LAC region of Enterprise Cloud Services. In this pivotal role, you will be instrumental in shaping and managing our journey towards a unified and competitive business, with a strong emphasis on customer engagement and relationship management.
• As a Customer Officer, you will be responsible for managing appointments, enquiries, and complaints from customers or clients. Your ability to accurately and efficiently address any issues or disputes with customers will be crucial. Additionally, you will be expected to complete various administrative duties such as data entry, order processing, and follow-up calls.
• One of the key aspects of this role is to ensure that action items are captured after customer meetings and to engage with the appropriate departments across SAP to ensure the execution of requested actions. You will also facilitate high-quality briefings in alignment with the respective account teams for the Senior Vice President of Enterprise Cloud Services, ensuring that customer meetings run smoothly and are highly organized.
• You will be fully responsible for managing every customer-related topic on an executive level, working closely with our Customer Success Board area. Your collaboration and communication skills will be essential in maintaining strong, positive relationships with our customers and ensuring their satisfaction.
• This role is crucial in addressing long-standing issues by leveraging effective de-escalation management techniques in close collaboration with internal and external stakeholders.
• The ideal candidate will possess a keen understanding of our top customers' pain points, with the ability to translate these insights into actionable improvement initiatives for the region. This position requires a proactive approach to identifying and resolving customer concerns.
• Collaborate with account engagement teams to develop a comprehensive view of our top customers.
• Define and execute strategic customer initiatives to enhance the overall customer experience.
• Build stronger relationships with customers, increase customer satisfaction, and drive long-term success for both the customers and the company.
• Support the Senior Vice President of Enterprise Cloud Services on adhoc request around business planning, reporting and presentations on demand.
We are looking for a dedicated professional who is passionate about customer service and is ready to take on this exciting challenge. If you believe you have the skills and experience to excel in this role, we would love to hear from you.

• A minimum of 5 years of comprehensive software, professional services, and cloud experience, spanning across sales and strategic account management
• Demonstrated ability and readiness to successfully lead in businesses and/or functions that require high degrees of cross-organizational interaction and collaboration
• Track record in leading customer-facing, services, operations, or customer engagement organizations including several years of proven successes in customer facing roles
• Promotes a culture of trust, feedback, transparency, and values diversity, high integrity, and ethical behavior
• Strong methodological and conceptual skills paired with analytical thinking
• Organizational talent and team player with the ability to extend trusted relationships with additional key stakeholders on top of a well-established internal and external network
• Business knowledge of the SaaS and IaaS markets, including a deep understanding of SAPs Cloud portfolio and offerings, along with market insights and competitive knowledge
• Fluent in English, both spoken and written is a must.
• Result-driven, persistence, self-motivation and willingness to work under pressure
• Ability to communicate at C-/Executive-level (with high attention to detail)
• Degree in business administration or applied sciences