Director of Customer Engagement

Position Summary:

The Director of Customer Engagement is responsible to create, grow and maintain positive relationships with existing and prospective customers.  This position holds a key responsibility for engaging customers to recommend consulting services and PBS solutions in support of sales activities.  This role is responsible to lead customer discussions for project opportunities, recommend PBS product solutions, create proposals and quotations, and help manage commercial activities required to close customer sales.  Additionally, this role will work cooperatively with internal resources to scope projects, resolve customer account issues, and review resourcing needs.  This position requires broad knowledge of SAP Data Archiving, Data and Document archiving, and related technologies.  This individual will be remotely based in the US and will, on occasion, be required to travel.

Responsibilities:

The following requirements and duties apply to this role: 

• Foster positive relationships with external and internal resources 
• Coordinate and engage with clients to understand technical / functional needs as they related to SAP Archiving or PBS solutions
• Collect customer requirements and act as a ‘Trusted Advisor’ to recommend services or solutions to customers based on best-practice recommendations
• Initiate or coordinate the completion of commercial deliverables or activities necessary to complete sales.  These may include reviewing, drafting, or responding to documents including quotations, budgetary and solution proposals, architecture information, Non-Disclosure Agreements (NDA), Master Service Agreements (MSA), Statements of Work (SOW), Software License Agreements (SLA), Software Services Agreements (SSA), Test License Agreements (TLA) resource plans, high-level timelines, and similar deliverables.
• Work cooperatively with internal resources to ensure alignment of project proposals, project scope, deliverables, and project schedules to available resources
• Provide escalation support to internal resources related to customer account issues
• Develop and maintain a deep understanding of PBS products and their usage
• Lead meetings with customers for project initiation, routine checkpoints, and final wrap-up meetings
• Provide input to the management and product teams regarding customer suggestions and sentiment related to our products
• Proactively maintain and reconcile account or commercial records within internal systems (CRM, SharePoint, Pipeline reports) to management requirements
• Adhere to internal procedures for commercial management, reviews, approvals, reporting, and invoicing
• Provide support for trade meetings (i.e. PBS, ASUG, SAP events)
• Travel as needed, 0% to 10%.
   

Position Qualifications / Requirements

​​​​​​Bachelor’s degree in computer science or related field

• Demonstrates a broad understanding of SAP ILM, SAP Data Archiving, and related systems (document management/archiving systems) 
• 5+ years of project management and leadership in technical, business application in production environment implementing SAP solutions or SAP-associated solutions and/or ancillary software products
• 5+ years of direct experience supporting or implementing solutions within a large SAP systems environment 
• Demonstrates a clear understanding of standard commercial documentation
• Strong written and verbal skills coupled with problem-solving abilities and organizational skills
• Highly responsible, self-motivated, and ability to work remotely with minimal supervision
• This position requires US Citizenship and residency in the United States
• In compliance with applicable state laws, pass a background check and drug screen commensurate with PBS Software Americas HR policy.