The Director of Enterprise Customer Relations will co-create and manage the Watch List program for Enterprise (large and global) customers. This role will be responsible for developing customer retention strategies for high Risk customers. The focus of the Watch List program is to determine what factors warrant a customer being at risk, work cross-functionally to develop the plan for how to resolve the issues and drive resolution in order to move the customer out of the at risk status.
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In the first 12 months you will deliver:
Watch List program design & kickoff: Partner with Distribution, Product & Services to define at risk parameters and the method for elevating a customer to at risk status. Build out the review cadence and process, as well define when we successfully move a customer off the Watch List and back to a healthy status.
Watch List communication & engagement process: Set up communication expectations and framework for key stakeholders for the Watch List and customer at risk status updates. Partner with stakeholders on defining the engagement and communication models internally and with customers.
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Position Requirements
In order to accomplish this, you will need to:
Act as the funnel for cross-functional teams (Product, Finance, Sales, Bus. Dev., Marketing, Implementation, Support, Client Dev., etc.) to agree on customers that are at risk & prioritize them jointly to allow them to return to a healthy, business as usual state.
Ensure the appropriate level of executive visibility of problematic customer solution situations and product roadmap/release information.
Communicate awareness of account or product issues that are "stuck" and need additional focus to move the customer forward.
Provide the focus for the limited number of resources on remediation teams to address the most critical customers and deliver the desired results.
Serve as a cross-functional liaison with other teams to enable clear prioritization, plan and communication for each at risk customer on the Watch List.
Partner with CX Escalation team on escalation resolution and root cause analysis of issues post-resolution.
Continuously look for improvements in processes and practices that are identified via the Watch List and make appropriate recommendations.
Serve as focal point for SAP Chief Customer Office teams for Watch List escalations sourced from other areas within SAP.
Support the VP of Customer Experience in creating a company-wide culture of the effortless customer experience.
Who you are
BA/BS degree in Business or a related field preferred
10+ years relevant work experience in customer experience and/or customer focused leadership
Passion for our customers and a drive for making their experience better
Experience handling challenging customer issues and handling customer facing communications with tact.
Excellent ability to manage influence through persuasion, negotiation and consensus building
Excellent communication and presentation skills
Ability to adjust to changing demands and shifting priorities
Product or R&D experience a plus
Value Competencies:
Displays passion for & responsibility to the customer
Hires, develops & rewards great people
Displays leadership through innovation in everything you do
Displays a passion for what you do and a drive to improve
Displays a relentless commitment to win
Displays personal & corporate integrity
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