Customer Renewal Executive

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

**Key Responsibilities & Tasks**

Within the Customer Renewals Center (CRC), our people and our culture are central to our success Cloud Renewals Executives (CREs) demonstrate skills and knowledge in renewal strategy, deal architecture, customer negotiation and internal navigation of commercial and legal teams. If you’re looking for a new challenge, on a growing, impactful, and supportive team, the CRC is the place for you

The Over-Consumption Cloud Renewal Executive (oCRE) plays a crucial role in ensuring the smooth renewal of cloud subscription contracts while focusing on over-consumption validation. This role involves working closely with internal stakeholders to analyse customer’s usage patterns, validate over-consumption, and address potential risks or upsell opportunities during renewal engagements. The position provides an excellent foundation for developing skills in customer success, analytics and subscription management.

**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.

**Education**
- 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.

This role is ideal for individuals looking to kickstart their career in cloud subscription management while making a tangible impact on customer success and retention.

**Bring out your best**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone -