UKI CSS: Cloud and Renewals Coordinator in SAP at Feltham, England, United Kingdom

Website SAP

This listing is about SAP in Feltham, England, United Kingdom
in 2022

About the job


What We Offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

PURPOSE AND OBJECTIVES

Within Cloud Customer Services (CSS), we drive world-class customer experience and business outcomes by passionately championing the success of our customers through delivery of world class services at every customer touch point. We inspire and empower our people to lead, orchestrate, and deliver sustainable customer value.

The UKI CSS – Cloud and Renewals organisation is a MU based team reporting into the MU but working hand in hand with Regional and Global CSS organization. This team is fully engaged in the Land-Adopt-Consume-Expand business practice areas of the Customer Success LACE operating model focusing on Securing predictable ACV and Renewals, driving improved customer satisfaction, supporting sales and delivery teams with customer engagement frameworks and coverage (incl. RACI and Governance), managing renewal risks and driving readiness for early and effective adoption through handovers, onboarding, enablement monitoring, driving MU and account LACE reviews, whilst also managing customer escalations. Through our support, we aim for customer operations and interactions with SAP to excel in efficiency and effectiveness, and consequently drive outcome based customer adoption and consumption. Besides this, we work closely with our partner ecosystem and User Group to build and nurture a trusted partnership with our customers and to always keep the customer experience high.

Within CSS – Cloud and Renewals the rigour of renewals management as well as equipping ourselves for a successful ‘adopt and deployment’ which then sets the path for effective and growing consumption and usage, is paramount to our success as a MU. For this reason a Cloud and Renewals Coordinator is required to work side by side with the UKI Chief Customer Officer, CSP leaders, and Industry and LOB FLSMs to manage renewal attainment over a 6RQ focus, through continuous and active risk mitigation, setting new cloud deals up for success during the pre-sales cycle, and monitoring execution and managing by exception issues that steer us away from achieving solid cloud revenue growth.

The Cloud and Renewals Coordinator will be part of the Core UKI CSS team to be our strategic business partner in the MU for managing and driving the forecast, planning and management of risk across LOB renewals for the whole MU on a 6RQ basis and collaborating with the sales, delivery, support and CSP teams to manage the constant >80% Renewal Rate outcome.

Critical for the role is someone who is comfortable with accuracy, numerate, analytic and can manage different levels of data gathering, monitoring and analysis to project all levels of reporting and triggers for exception management. Clear and constant communication of the forecasting and renewals management processes, methods and tools is also important to the role, as well as enablement’s to MU teams. The individual will represent the MU as the Renewals SPOC on all regional alignments and prepare collateral for MU, regional and global level reporting – incl. the alignment to the overall cloud revenue forecasts (hence very close alignment with our CFO organisation)

This role is developing as the transformation of CSS progresses, so the individual must be forward thinking.

Education, Qualification & Work Experience

  • Proven experience in Customer Success gained in a Cloud/SAAS environment
  • Successful track record impacting Customer Success – ideally in a sales, operations and customer-facing role/s
  • Ability to articulate, execute and drive transformation alignment and enablement in the renewals and cloud readiness areas and understand/ experience in driving expansion through effective consumption and usage.
  • Very solid understanding of the Customer Success Journey and the different touch points
  • Ability to align with and sanction necessary support from cross-functional teams to deliver outcomes in a highly-matrixed environment
  • Track record of focusing and driving key company priorities, resolving conflicts and guiding teams with clarity
  • Ability to directly impact key KPIs and deliver results as an individual contributor
  • Fluent in local language and English with excellent written and oral communication skills.
  • Project management experience
  • Advanced Excel and PowerPoint skills and the ability to leverage the SAP tools as effectively as possible
  • Experience in designing and implementing business processes
  • Highly developed analytical, logical, tooling and data management skills
  • Bachelor’s degree (or equivalent experience) required – in software engineering will be an advantage
  • Someone with a growth mindset and willingness to learn fast and also fail fast

EXPECTATIONS AND TASKS

  • Ensure accurate forecasting and monitoring of renewals across multi-Line of Business (LoB) renewals
  • Ability to understand the sales forecasting of new cloud deals to identify where the urgent need is to align and deploy the relevant CSP roles to ensure effective handover, onboarding and ultimately customer adoption
  • Driving alignment across multi-Line of Business (LoB) renewals
  • Help proactively identify, manage and mitigate risks in the renewal forecast
  • Support the drive to meet / exceed multi-LoB Market Unit (MU) renewal budgets
  • Work closely with CSS / SAP License/ Partner teams to manage renewal risks, project activities that are required to increase consumption and usage, and also manage the checkpoints needed at all points of L-A-C-E
  • Support annual planning and QBR reporting around new cloud deal readiness and renewals
  • Work alongside the COO office in the MU to drive LACE components in the Annual Account Planning
  • Proactively drive alignment with LOB sales management / Industry sales management / Customer Success Partner management to drive quarterly LACE reviews
  • Steer new cloud deal coverage, governance and readiness
  • Ensure timely and accurate senior management (MD / COO) reporting related to MU and LoB renewals
  • Drive alignment between different MU LoB CSP teams and steer the established communities
  • Champion customer success across the MU and region showcasing artefacts from the UKI

We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas: [email protected] or [email protected], APJ: [email protected], EMEA: [email protected].

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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

Requisition ID:320256 | Work Area: Administration | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:

Company: SAP

Vacancy Type:  

Job Location: Feltham, England, United Kingdom

Application Deadline: N/A

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