Customer Renewal Executive

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

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 Cloud Renewal Executive plays a critical role in ensuring the timely and successful renewal of cloud subscription contracts. The role involves working closely with customers, internal teams and external stakeholders to support renewal processes, identify upsell opportunities and maintain high customer satisfaction. This position provides an excellent opportunity to develop expertise in cloud subscription management, customer engagement and sales operations.

1. Renewal Strategy and Management

• Assist or Own the end-to-end management of cloud subscription renewals for assigned accounts.
• Ensure timely communication with Customers about upcoming renewals and contract terms.
• Accurately update and maintain customer renewal data in CRM systems.

1. Contract & Customer Management

• Build and nurture positive relationships with assigned customers to understand their needs and concerns.
• Act as the first point of contact for renewal-related inquiries.
• Address customer questions regarding contract terms, pricing and products offerings.

1. Collaboration

• Work with Senior Renewal Executives, Sales, Customer Success team OR Virtual Account (VAT) teams to align on account strategies.
• Partner with internal teams to resolve customer issues that may impact renewals.

1. Upsell & Cross-Sell Opportunities

• Identify and drive upsell and cross-sell opportunities during the renewal process, collaborating with Sales and Customer Success teams.
• Leverage insights from customer interactions to recommend additional products or services.

1. Forecasting & Reporting

• Maintain accurate renewal forecasts and provide regular updates to leadership on renewal pipeline status.
• Track and report renewal KPIs, including retention/renewal rates, retention/renewal revenue and churn analysis.

1. Process Optimization

• Contribute ideas to improve the efficiency and effectiveness of the renewal process.
• Support the implementation of best practices in renewal management.

Qualifications

Experience

• 0-2+ years of experience in customer service, account management, customer success, sales or renewal management.
• Prior experience in the software or cloud industry is a plus but not mandatory.

Education

• Bachelor’s Degree in Business Administration, Sales, Marketing or a related field.

Skills and Competencies

• Strong communication and interpersonal skills.
• Basic understanding of subscription models and cloud technology.
• Highly organised with attention to details.
• Proficient in MS Office; familiarity with CRM tools (e.g. Harmony Quote, Gainsights etc.) is an advantage.
• A customer-centric approach with a positive attitude.
• Ability to work in a fast-paced, collaborative environment.

Key Performance Indicators (KPIs)

• Churn rate
• Renewal Rate (%)
• Upsell and cross-sell revenue generated
• Accuracy of renewal forecasts

What We Offer

• A supportive and inclusive 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
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can 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 – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 450531 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid