Role Overview
As a Customer Officer, you are the primary advocate for the customer's success and long-term value. You will drive proactive improvements across the Customer Value Journey, ensuring internal teams align investment decisions with customer priorities. You will oversee programs that boost satisfaction, accelerate adoption, and reduce churn. Additionally, you will be responsible for safeguarding strategic accounts and leading high-stakes de-escalation efforts for critical customer situations.
Key Responsibilities
Customer Engagement, Executive Reporting and Communication
- End-to-end ownership for the customer interaction (preparation, briefings, communication, debrief, and follow-up on action items).Provide coherent reporting on strategic customers to executive levels.Prepare and tailor executive briefing materials for engagements led by senior leaders (Board Members and Customer Value leadership).
Customer Insight and Improvement
- Understand the pain points of our (top) customers and translate them into actionable improvement initiatives across the organization.Work with account teams to identify opportunities and safeguard strategic accounts..
Customer Advocacy and Representation
- Represent customer priorities in discussions with Customer Value stakeholders and SAP field team members.Ensure customer priorities are reflected in strategic plans and execution.
Program Management
- Lead coordination and preparation for strategic customer engagements, including 1:1s, Steering Committees, and Events.Establish and participate in programs that deliver improvements in the Customer Value Journey, including improvements to customer transformation, value delivery, adoption and consumption or churn reduction
Customer Loyalty Survey
- Program manage the successful performance of the annual Customer Loyalty Survey, managing Market Unit and Solution Area Champions delivering improved customer key business stakeholder involvement and increasing the quality of results and feedback provided Advocate and drive Cloud delivery service improvements based upon customer feedback and priorities
Cross-Functional Collaboration
- Liaise with key stakeholders within SAP and at the customer side to build trusted relationships that drive customer success.Cross-Functional Liaison: Collaborate with Customer Value leaders and their teams to deliver strategically aligned messaging to SAP field teams and customers.
De-Escalation and Safeguarding
- Lead effective de-escalation management for strategic accounts in close collaboration with the Support organization and the Customer Value Board Area.Highlight, escalate where required, and be the conduit to the Product Engineering organisation for the development and prioritisation of the product backlog based upon APAC customer requirements Identify and implement proactive safeguarding measures, such as customer engagement reviews, for top accounts.
What You Bring
- Proven experience in customer-facing roles, ideally in Customer Success, Product Success, or Executive Communications.
- Strong understanding of SAP's solution portfolio, including Line of Business (LoB) solutions.
- Excellent organizational and communication skills, with the ability to manage high-stakes executive interactions.
- A highly motivated individual who thrives in a fast-paced, high-pressure environment, with exceptional communication skills, strategic thinking, and strong business acumen.
Preferred Attributes
- Experience in enterprise account management, escalation handling, and executive-level stakeholder management.
- Familiarity with SAP governance processes and cross-functional collaboration across large organizations.
- Ability to translate customer feedback into measurable business actions and outcomes.
Why Join
- Partner with senior leadership to shape strategic customer outcomes.
- Exposure to high-impact, cross-functional initiatives across SAP.
- Opportunity to influence customer experience and safeguard key deals at the highest level.
