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Customer Contracts and Operations Manager

PURPOSE AND OBJECTIVES

The SAP Hybris Customer Operations team has a charter to (i) create and deliver content and events that will inspire and assist our customers to succeed with their hybris/CEC software, (ii) capture insights and opportunities from our customer base, which will enable Product, Sales and Services team to improve their performance, and (iii) drive efficient and effective commercial operations for the wider Hybris Customer Management team.

Given the rapid growth in customer numbers, the team needs a highly capable contracts and operations specialist to manage the coordination and execution of its work. The role will liaise closely with the existing hybris/CEC Customer Data & Insights team, Customer Enablement team, and Customer Management team.

The role is based in Munich but global in scope. Travel will be required from time to time. Within our team, we practice a trust-based working model. If you need to work flexibly from another location or at another time you can do so given your manager’s agreement.


EXPECTATIONS AND TASKS

There are two main components to this newly-created role:

  • 1/ Contracts Management of existing CEC customer accounts, requiring contract variance or renewal
  • 2/ Operational Support and Leadership for the wider CEC Customer Team

Overview:
  • The Contracts Management component (roughly 50%) involves researching and analysing SAP-CEC customer software and maintenance contracts of various types, and making recommendations (and sometimes, taking direction actions) about how those contracts can be amended and/or renewed. Over time, this role will be required to develop and lead a process to ensure that contract variances and renewals can be anticipated and acted on with the optimum amount of lead time.
  • The Operations Support component (roughly 50%) involves ensuring the wider Customer Management and Customer Enablement team’s operations are run on an effective and efficient basis. The role requires leadership and the maturity to be able to define and police processes. From time to time a ‘hands on’ approach will be required, in order to set-up or complete operational tasks.
  • The actual split between these two components will vary over time, depending on topical workload and prioritisation. Urgent contract matters will tend to take a priority over operational matters.

Specific Accountabilities & Deliverables for this Role:

  • Build a comprehensive ‘map’ and archive of CEC Customer contracts.
  • Develop an efficient process for managing contract variances and renewals.
  • Develop an in-depth knowledge of CEC Customer Contracts to become a trusted and reliable leader and advisor for CEEs / Customer Managers.
  • Make a visible and quantifiable contribution to the overall team’s contract maintenance and contract renewal targets.
  • Work with the other parts of the team to actively manage and align the scheduling of various Customer-facing events (e.g. newsletters, webinars, user groups, surveys) across the Customer Organization and beyond.
  • Oversee the communication of team success to the wider organization.
  • Make a visible and quantifiable contribution to the overall team’s customer enablement and realization targets.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
  • Highly organized and time-efficient
  • People-centric, very effective team-worker
  • Experienced at independently planning and strategizing
  • Experienced at managing last-minute / tactical changes
  • Competent user of Excel, PowerPoint, Outlook
  • Good knowledge of hybris (or other Enterprise Commerce & Marketing software)
  • Experience of working in Enterprise software environment
  • Fluent in English and German

Required skills
  • Highly organized and time-efficient
  • People-centric, very effective team-worker and team-leader (when required)
  • Strong logical, analytical and problem solving skills
  • Experienced at independently planning and strategizing, able to handle last-minute / tactical changes
  • Competent user of Excel, PowerPoint, Outlook
  • Fluent in English and German

Preferred skills
  • Good knowledge of hybris (or other Commerce & Marketing software)
  • Experience of working in Enterprise software environment
  • Experience of working with service and licensing contracts
  • Proven commercial acumen

WORK EXPERIENCE
  • 2-5 years within a similar working environment (enterprise software)

Are you interested?