Customer Engagement Executive Resume Sample
Eleanore Schuppe
7025 Altenwerth Spurs,
Los Angeles,
CA
+1 (555) 772 7678
Work Experience
Customer Engagement Executive
05/2015
-
PRESENT
Boston, MA
- Proactively engages customers post sale to ensure they get maximum value from SAP HCP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc
- Build Account Relationships
- Develops trusting and deep relationship with multiple stake-holders, by establishing regular cadence of interactions (e.g., email, regular calls, JAM, Customer Relationship Reviews, etc.); maintains log of interactions
- Advocates for and becomes voice of customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need
- Experience in the following areas
- Identify, develop and/or enhance the procurement line of business and SAP brandand value proposition within the region by providing strategic direction to the group and regional team with respect to all Customer Accounts
- Maximize the targeted customer’s use of the SAP Business Network
Senior Customer Engagement Executive
06/2011
-
12/2014
Detroit, MI
- Increase the customer’s usage of their contracted cloud applications up to and beyond the entitlements that they have
- Regularly engages with customers to benchmark performance, establish KPI’s, provide best practices and address issues
- Collaborates with AE’s to coordinate activities, identify incremental bookings opportunities, and develop account plan
- Maintains communication with Ariba functional groups which can positively impact customer’s adoption and / or resolve customer’s issues
- Proactively engage customers to ensure they get maximum value from SAP solutions; facilitate customer engagement and adoption by utilizing workshops, best practices, VIP webinars and thought leadership
- Work closely with product, sales and development teams to quickly onboard customers
- Coordinate internal resources, programs and information in a timely manner to enable customers’ success
- Monitor and analyze customer feedback, and develop a strategic approach to solve various issues
- Engage with customers who have completed their purchase process to administer training and ongoing reviews
Snr Customer Engagement Executive
06/2005
-
03/2011
Phoenix, AZ
- Strategically monitor the quality of the customer feedback and support process
- Identify and lead team process improvements
- Self-starter, creative, resourceful and detail-oriented
- Proactively engage customers to ensure they get maximum value from SAP solutions; facilitate customer engagement and adoption by utilizing workshops, best practices, webinars and thought leadership
- Key Competencies for Successful Candidates
- Enable Customer Engagement Executive team members and other stakeholders
- Define ROI and value measurement related to this product
- Define and document best practices and guidance for customers that drive solution adoption
- Share and communicate program specific information through various online channels and run external webinars
Education
University of Phoenix - Indianapolis Campus
2000 - 2005
Bachelor's Degree in Business
Professional Skills
- Commercial experience including experience developing account management plans Experience in Sales, CRM, Digital Marketing and E-Commerce
- Strong relationship skills – both in developing relationships with the customer and within Concur
- Customer Relationship skill, particularly in an account management, ‘farming’ sales experience
- Experience in and an understanding of the larger Digital Marketing landscape
- Direct experience in the following areas
- Experience in procurement and / or sourcing technology
- Work experience - managing customer relationships in a sales related or customer support environment - either via the phone or face to face
How to write Customer Engagement Executive Resume
Customer Engagement Executive role is responsible for german, english, finance, training, database, procurement, reporting, digital, travel, software.
To write great resume for customer engagement executive job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Engagement Executive Resume
The section contact information is important in your customer engagement executive resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Engagement Executive Resume
The section work experience is an essential part of your customer engagement executive resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer engagement executive responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer engagement executive position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Engagement Executive resume experience can include:
- Strategic and critical thinking, planning, communication, and analytical skills
- Commercial experience including experience developing account management plans & contract negotiation
- Demonstrated understanding of pharmaceutical marketing/market access strategies and regulatory/compliance environment
- Experience in Human Capital Management, Recruiting, Learning, Compensation and/or Talentmanagement
- Successful experience managing a portfolio of clients consisting of large global companies with a high-level of complexity, focus and intensity
- Experience in Sales & Marketing
Education on a Customer Engagement Executive Resume
Make sure to make education a priority on your customer engagement executive resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer engagement executive experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Engagement Executive Resume
When listing skills on your customer engagement executive resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer engagement executive skills:
- Strong written and verbal communication skills, including negotiating skills
- Demonstrated team leadership across multiple cross-functional teams and ability to work collaboratively with excellent interpersonal and team management skills
- Demonstrated ability to be solution-oriented through the application of advanced problem solving skills and in garnering cross-functional support as required
- Strong interpersonal, oral and written skills and the ability to interact professionally
- Strong organizational and operations skills, attention to details
- Excellent language skills in German and English required
List of Typical Experience For a Customer Engagement Executive Resume
1
Experience For Senior Customer Engagement Executive Resume
- Strong communication skills at both executive and end-user level are required
- Very good skills in MS office: Excel, Powerpoint, Word and Outlook
- Experience providing strategic and account management services
- Solid understanding of Internet technologies and how they relate to SAP Hybris’ service
- Experience in the following areas
2
Experience For Senior Customer Engagement Executive With French Resume
- Provide feedback and recommendations on how to build, strengthen and improve customer experience
- Proven track record of successful business-to-business appointment generation in a high value service or sales environment
- Input and assist with the expanding trial management programmes aiding improved lead to customer conversions
- Develop a comprehensive understanding of AP’s customers and markets. This includes key competitors, challenges and offerings
- Consistently monitor account health, identify early warning signs for risk, and proactively address problems
- Maximize account growth opportunities by playing an active role to identify upsell/cross-sell opportunities upon contract renewal
- Communicate risk clearly and take the lead in developing resolution strategies
- Lingual depending upon region
3
Experience For Snr Customer Engagement Executive Resume
- Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion,
- Digital Transformation; Creation and Execution of Digital Transformation 3-5 Year Road Mapping
- Customer Satisfaction Survey NPS
- Partner with marketing to develop brand strategy & execution on digital channel, then initiate contents/materials/Campaign to support all multi-channel marketing that align with brand strategy
- Drive MCM capabilities: Analyze gaps of MCM both from internal and external stakeholders and develop the tools/projects/classes/Campaign that can maximize MCM capability to support business
- Maximize digital tools to support conventional marketing
4
Experience For HCM Senior Customer Engagement Executive Osaka Resume
- Digital tools/ materials in booth exhibition
- Webcast promotion in Health.gsk
- Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growt
- Experience of telephone based service delivery
- Help drive successful renewals and support Account Executives to identify growth opportunities
- Participating in the development, communication, rollout and continuous improvement of CLM strategies, process and tools for customer engagement in the respective segment
5
Experience For HCP Senior Customer Engagement Executive Resume
- Meet or exceed team goals on KPIs for the account segment including but not limited to adoption, NPS, renewals, solution expansion, license increase and revenue growth
- Meet or exceed team goals on revenue and profitability for account segment including but not limited to renewals, solution expansion, license increase and revenue growth
- Support team’s role as an escalation contact to facilitate failed escalations for those accounts within their portfolio
- Support Digital team efforts that ensure successful onboarding of new customers, confirm ongoing customer account goals, assess progress, align value to realization and strengthen relationships
- Helps the sales team find additional upsell/cross sell opportunities within the named customer base
- Helps the customer buy ad-hoc consultancy services from Concur
6
Experience For CEE / Hana Customer Engagement Executive Resume
- Client references & case studies
- The one-to-many communication of campaign strategies with account key contacts
- Deliver quality sales leads and appointments to the new business team
- Deliver appropriate activity to achieve all targets
- Deliver enrichment of prospect fleet data
- Professional and articulate with a high standard of spoken English
- Engage, educate, and develop inbound inquiries through customer engagement to resolution
- Document and Track customer interactions in the company’s CRM system
7
Experience For Argentina Hybris Senior Customer Engagement Executive Resume
- Collaborate with Asia Pacific & US Contact Centre, Sales Team and Marketing Teams to add value to the role, identifying improvements and sharing best practices for the territory
- Fluent German & English. Additional language (Danish, Swedish, Polish, Turkish, Slovak, Czech, French, Italian) distinct advantage
- Proficient with standard corporate productivity tools (email, voice-mail, MS Office)
- The CEE’s specific responsibilities include: Develops relationships with account key decision makers and executive sponsors., participate in regular review meetings with the identified stakeholders as per the governance plan
- Manage and deliver AP’s international onboarding and training programme – managing prospects and customers – ensuring they receive the training and welcome programme that best suits their requirements (whether in-person or remotely via webinars)
- Create and manage an e-learning toolset (videos, online calendar of workshops focusing on key subjects) across the business ensuring that the customer always has access to educational tools and resources
- Capture and record customer-sourced insights and measurements, and work with the Head of Engagement on proactive engagement strategies
- Assist with implementation of new initiatives that are created to strengthen engagement strategies
8
Experience For Hcp-senior Customer Engagement Executive Resume
- Assist with customer migrations on a case by case basis and be part of the project team
- To increase customer satisfaction, retention, renewals, references and upsells for HANA Cloud Platform customers by building strong relationships with key customer stakeholders and helping customers maximize the value of their partnership with SAP
- CEE is responsible for the day-to-day customer engagement from signature onwards, particularly post launch
- CEE maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. AEs, GAD, Support, Deals Desk, CRE (if applicable) etc
- Provide continued focus on the attainment of the customer’s stated HCM business objectives
- Understand customer needs, and how to leverage SAP solutions to address them
9
Experience For Mexico Hybris Senior Customer Engagement Executive Resume
- Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP SuccessFactors
- Understand customer needs, and how to leverage SAP Hybris solutions to address them
- The CEE’s specific responsibilities include: Develop relationships with account key decision makers and executive sponsors, participate in regular review meetings with the identified stakeholders as per the governance plan
- Complete proactive customer outreach at all stages of the customer lifecycle
- Manage your customer pipeline and recognize the value of each stage of a customer
10
Experience For Customer Engagement Executive Ariba Resume
- Meet & achieve account retention and revenue goals on a quarterly basis
- Contribute to process development and organizational growth projects
- Maintain a clean book of business, ensure data integrity for the business
- Promotional material creation
- Handle rejection
- Salesforce knowledge an advantage
List of Typical Skills For a Customer Engagement Executive Resume
1
Skills For Senior Customer Engagement Executive Resume
- Excellent written and oral English and Japanese language skills
- Proven experience with business processes transformation and re-engineering disciplines
- A self‐starter, with energy, drive and the ability to manage multiple priorities. Experience acting as a trusted and strategic advisor to customers
- German language Skills (C1 level)
- Experience in the following areas
- Project and consulting experience in (SAP) on-premise and/or cloud implementations to guide customers and partners on project best practices
- Experience in managing complex customer engagements
- Proven track record of exceeding retention, and revenue targets
2
Skills For Senior Customer Engagement Executive With French Resume
- Experience in the following areas
- Experience leading services-based, cross functional, matrixed organizational teams
- On-line or Digital marketing experience and/or awareness of Personas, Content Engagement, Social Channels, Live Chat Engagement
- Experience in Sales, CRM, Digital Marketing and E-Commerce
- Rapidly develop good working relationships with individuals within our prospect base and at all levels of their organisation
- Responsible for the prioritization and completion of specialized projects assigned by the Team Manager/Lead
- Experience in the process of complex Account Management
- Customer Management / Customer Success Management experience
3
Skills For Snr Customer Engagement Executive Resume
- Processing of standard and complex orders utilizing multiple systems.(CRM/ICP/ISP)
- Planning and Organizing – optimizes use of time and resources to achieve desired results Accountability – holds self and others accountable for results
- Being the first point of engagement to a new customer post-sale to enable proper onboarding
- Serving as an escalation contact and triaging to designated teams for resolution for those accounts within their portfolio
- Driving for results on behalf of the client
- Executing against the Customer Lifecycle Management (CLM) methodology established for this customer segment
- Partnering seamlessly with the Virtual CEE role to manage the direct and online correspondence with the customer
- Monitoring customer’s engagement of partners and overall implementation progress
- Increasing the customer’s usage of their contracted cloud applications
4
Skills For HCM Senior Customer Engagement Executive Osaka Resume
- Fostering a regional community of customers for enablement and reference purposes
- Tracking customer health, engagement and satisfaction
- Facilitating the renewal management process with the Cloud Renewal Center
- Participating in the development, communication and rollout of team strategies to foster relationships with account key contacts where possible, These include
- Increasing the customer’s usage of their contracted cloud applications up to and beyond the entitlements that they have
- Expanding business process automation and improvements across the specific Line of business applications
- Increasing enablement and customer adoption of solutions that drive value for the customer
5
Skills For HCP Senior Customer Engagement Executive Resume
- Engaging with the client and the Regional Sales Executive in the event of product expansion opportunities
- Working with Account Management team to facilitate or deliver a program of education and meetings with client groups
- Ensuring customer information and contact records are updated in Salesforce
- Tying in client potential need with Concurs services, thereby helping generate opportunies
- Customer Resolution, providing quick response by either resolving inquiries or referring the customer to the best resources for resolution
- Fearless to question what’s gone before, whilst having a passion for doing things differently
- Knowledge and understanding of the principals of vehicle funding and management would be an advantage
- Explore and fulfil customer needs by identifying and creating sales-ready leads that are escalated to the sales teams
- Manage the development and updates of all supporting training documentation (company backgrounders, scripts, FAQs, etc) as and when appropriate
6
Skills For CEE / Hana Customer Engagement Executive Resume
- Responsible for managing meetings & conventions attendance, budgets, programs, etc
- Accountable to identify customer market trends, provide insights and opportunities to account leadership/team, brand, business intelligence, payer marketing
- Manage a portfolio of client renewals ensuring customer retention and high dollar over dollar renewal rates
- Prepare proposals, including renewal rate calculations and contract preparation
- Resolves problems through research, consulting with internal support teams, to identify the appropriate tools for success
- Multi-lingual depending upon region – Proficient in English and Russian
7
Skills For Argentina Hybris Senior Customer Engagement Executive Resume
- Deliver clear, concise reporting of performance
- Strategic thinking linked to customer needs
- Motivation for achieving results
- Social Media Monitoring to include a variety of owned and engaged channels and pages such as Twitter, Facebook, LinkedIn and YouTube
- Manage issues with diplomacy
- Learn on the fly and effect results
- Multi-task and manage a large portfolio of clients
- Problem solver, quick thinking with the ability to understand a breath of knowledge and use this to link to resources and research that can provide resolution to customer queries
8
Skills For Hcp-senior Customer Engagement Executive Resume
- Leadership potential with strong work ethic, ability to work independently, self-motivated, time management skills, team oriented and a person that can thrive in an environment of diversity & inclusion
- Flexible Benefits Scheme – provides opportunity to select options suitable to individual needs
- Partner with Account Directors to drive customer focused strategies, tactical program execution to increase customer engagement and impact
- Develop and implement programs, services, and communicate/operationalize best practices
- Enhance the operational efficiency for the Account Team to facilitate excellence in execution, performance and allow Account Directors to focus on customer priorities
- Partner with Account Directors and Senior Director to put together all pricing committee presentations. This includes ensuring all appropriate analytics and financial data are included
- Business analytics and trends: Identify and develop analytics, metrics and KPIs to support payer strategic account planning, business objectives, opportunity assessment and progress measurement
9
Skills For Mexico Hybris Senior Customer Engagement Executive Resume
- Adapt plans as needed during the course of year to meet changing business needs
- Rebate Contract Support-Track results of rebates contracts and provide monthly/quarterly dashboard reflecting those results
- Maintain database of all existing contracts
- Track overall impact of rebate contracts on GTN to ensure team is staying within goal
- Support account team through being the program, tool and resource expert
10
Skills For Customer Engagement Executive Ariba Resume
- Produce monthly dashboard to show progress of results to be shared with supported business units
- Partner with Senior Director to develop and roll out business plans
- Track business plan progress
- Work with analytics to provide appropriate internal utilization data to teams
- Collaborate with account team to enhance key customer relationships and engagement
List of Typical Responsibilities For a Customer Engagement Executive Resume
1
Responsibilities For Senior Customer Engagement Executive Resume
- Able to handle escalations and problem solving skills
- Ideally, we are looking for someone with a strong background in education sales or consulting and end-user enablement
- Overall business procurement experience
- Experience in business-to-business commerce and networked business models
- Excellent product know-how on SAP Hybris product suite with a focus on the cloud solutions
2
Responsibilities For Senior Customer Engagement Executive With French Resume
- Understand the sales aspects of customer relationships leading to the net result of a customer willing to buy
- Knowledge of the fleet Industry and all associated products and services would be an advantage
- Develop and execute win/win negotiation strategies for large account contract renewals that maximize contract value while protecting and enhancing the customer relationship
- Own, drive and manage the renewals process
- Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP Hybris investment
- Manage a defined number of Feature segment clients to drive customer relationship and value
- Facilitate regular business reviews with customer and Account team members to confirm ongoing customer account goals, assess progress, align to value realization and strengthen relationships
- Develop and maintain working relationships with Partners engaged with assigned accounts to insure effective account relationships and deliverables. Where applicable engage with Partner Delivery Managers (PDM)for unified oversight
3
Responsibilities For Snr Customer Engagement Executive Resume
- Drive successful renewals (including accurate forecasting of renewals) and using in depth knowledge of customers, drive growth opportunities in partnership with assigned Account Executives
- Excellent knowledge of all Microsoft Office programs
- Customer and quality-oriented focus
- Enthusiasm for the task in hand
- A positive, proactive, well-organised person
4
Responsibilities For HCM Senior Customer Engagement Executive Osaka Resume
- A self‐starter, with energy, drive and the ability to manage multiple priorities. Experience acting as a trusted and strategic advisor to customers Strong knowledge of SaaS models and Cloud mindset
- Master’s/MBA equivalent: Nice to Have
- Strong oral and written communication skills with the ability to credibly present recommendations on senior levels in the organization; proven capability to adapt communication style to fit geographically diverse styles
- Capability to acquire a thorough knowledge of our products and be able to communicate and demonstrate the value they provide
- Market access and reimbursement experience
- Capability to drive cross functional teams and programs
5
Responsibilities For HCP Senior Customer Engagement Executive Resume
- Demonstrate deep business acumen and fundamental understanding of the business segments, issues and trends within the national payers and across the healthcare delivery system
- High level of emotional intelligence with the proven ability to recognize customer needs and develop valuable and meaningful solutions
- Maintain a valid driver’s license and drive a company car in a safe manner to daily meetings and appointments
- Plan, execute, manage projects and work across matrix teams from development through implementation
- Adhere to all laws and regulations related to the pharmaceutical industry and compliance requirements of Sanofi per Corporate Policies
- Uncover how a customer defines success and the ability to align that vision with Concur’s delivery of value create long term mutual partnerships
6
Responsibilities For CEE / Hana Customer Engagement Executive Resume
- Anticipate, identify and meet your customers’ needs
- Facilitate client meetings that measure progress and business impact
- Motivate and mobilize customers and cross functional partners through collaboration and clear communication
- Uncover opportunity through analysis, inquisitiveness and a deep understanding of your customer’s business including initiatives and drivers and aligning those to solutions
- In Customer Success, Account Management or Sales role
- Passionate with a can-do attitude Strong problem solving skills. Aptitude to analyze a situation, define key objectives, make recommendations and execute on action plans
- Managing customer relationships in a sales related environment - either via the phone or face to face
- Use/knowledge of Finance ERP systems useful
- Confidently and clearly articulate SuccessFactors’ value to senior executives within the customer account
7
Responsibilities For Argentina Hybris Senior Customer Engagement Executive Resume
- Language: Native Level Bahasa Indonesia and Business Level English required
- Be a Concur product expert
- Work in partnership with a Client Sales Executives to identify upsell and cross-sell opportunities
- Achieve set targets and objectives in line with the annual pay plan
- Qualify a targeted list of prospective customers
- Identify key influencers and decision makers within the prospective organisations
- Establish and accurately record key fleet data in Salesforce/CRM
8
Responsibilities For Hcp-senior Customer Engagement Executive Resume
- Build close relationships and nurture interest to a stage where a prospective organisation is open to a sales appointment
- Work closely with internal stakeholders on the generation of new prospect campaigns in order to make confident
- Support the Business Development team in new business opportunities where appropriate
- Act as the Voice of the customer within IFS to ensure that prospect requirements and feedback is represented and actioned appropriately through business improvement projects and initiatives
- Track the ROI and ‘prospect journey’ of generated leads and appointments. Prepare and present performance statistics
- Understand the IFS product portfolio and where it fits with the wider industry and keep up to date with general industry news
9
Responsibilities For Mexico Hybris Senior Customer Engagement Executive Resume
- Attend sales meetings and other internal related meetings when required to do so
- Reinforce the culture and values of IFS through appropriate behaviours and actions
- Engage client early to understand big picture, proactively position value and assist with
- Triage, collaborate and engage Sanofi Genzyme home office teams to support payer opportunities as needed
- Proactively prospect for new solutions to help account directors meet customer, patient and Sanofi Genzyme needs
10
Responsibilities For Customer Engagement Executive Ariba Resume
- Engage customers directly, where need, by account team
- Identify, measure and track key performance indicators to determine program results/success and business impact
- Provide Strategic Insight & Input
- Sell multi-year subscription renewals and business value of subscription
- Partner with sales team to provide seamless customer interaction
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