SAP Customer Renewal Executive 

Singapore, Singapore 

114499384

1. Over-Consumption Validation

• Review and analyse customer cloud usage data (entitlement metrics) to identify instances of over-consumptions or under-utilization.

• Validate over-consumption figures in collaboration with internal teams and communicate findings to internal/external stakeholders.

• Assist in aligning over-consumption charges or adjustments with renewal contracts.

2. Renewal Engagement

• Manage the end-to-end renewal process for assigned accounts, ensuring timely communication to customers.

• Discuss usage trends, over-consumption implications and tailored renewal terms during customer engagements.

• Collaborate with internal teams to address customer queries regarding contract changes due to over-consumption.

3. Customer Relationship Management

• Build positive relationships with customer, acting as a trusted advisor during renewal discussions

• Educate customers on usage optimization and the implications of overconsumption on their subscription.

• Address customer concerns or escalations related to usage validation and renewal terms.

4. Collaboration

• Work closely with the Compliance, Customer Success and Billing teams to validate data accuracy.

• Partner with Virtual Account (VAT) teams to propose tailored solutions addressing customer usage patterns.

5. Upsell & Cross-Sell Opportunities

• Identify opportunity to upsell additional resources or optimize customer subscriptions based on validated usage data.

• Highlight areas where customers may benefit from higher-tier subscriptions or additional services.

6. Process & Reporting

• Maintain accurate records of customer usage, over-consumption validations and renewal agreements in CRM tools.

• Prepare periodic reports on usage trends, over-consumption risks and upsell opportunities.

Qualifications Experience

• 0-2 years of experience in customer service, analytics or account management roles.

• Prior experience in the software or cloud industry is a plus but not mandatory.

• Bachelor’s Degree in Business Administration, Analytics, Marketing or a related field. Skills and Competencies

• Strong communication and interpersonal skills to explain technical usage trends to customers.

• Basic understanding of subscription models and cloud technology.

• Analytical skills with the ability to interpret usage data and draw actionable insights.

• Highly organised with attention to details, and ability to validate data accurately.

• Proficient in MS Office; familiarity with CRM tools (e.g. Harmony Quote, Gainsights etc.) is an advantage.

• A customer-centric approach with a proactive problem-solving mindset.

• Ability to work in a fast-paced, collaborative environment.

Key Performance Indicators (KPIs)

• Accuracy of over-consumption validations.

• Churn rate • Renewal Rate (%)

• Upsell and cross-sell opportunities identified and closed.

• Accuracy of renewal forecasts

What We Offer

• A supportive and collaborative work environment

• Opportunities for professional and growth within SAP

• Exposure to leading cloud technologist and customer success strategies.

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