Customer Success Partner

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.

Customer Success Partner

The Customer Success Partner engages with SAP’s customers to drive & accelerate their value realisation and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Customer Success Partner is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Partner drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.

The role of the Customer Success Manager (CSM) has been an effective method when engaging with the most important customers (top 5%) in a high-touch manner. In order to scale, SAP needs to develop engagement models for all customer classifications (remaining 95%). To close this gap, the role of a Digital CSM has been established for all C1 cloud lines of business. Digital CSM's will use a low-touch/virtual engagement approach in order to provide an excellent customer experience across a number of customers. The Digital CSM will be located in several e-centres globally and have access to the latest digital tools.

Expectations & Tasks

• Proactively engage with DCSM and AE to ensure seamless renewal journeys, driving CCB protection and CACV.
• Safeguard renewals and revenue by ensuring accurate forecasting and profitable renewal strategies.
• Review consumption and adoption data to identify opportunities for upsell/cross-sell expansion and repricing.
• Contribute to the global renewal execution model, including process improvements and digital transformation initiatives.
• Collaborate with stakeholders to deliver renewal expertise and mitigate churn through standardised renewal engagements.
• Develop and implement account strategies and consumption plans that drive customer outcomes, and thus, lead to customer renewing their subscriptions / paying maintenance
• Build trusted relationships with customers in order to support value-based consumption-focused activities
• Monitors SLA performance and maintains a high level of customer satisfaction
• Engage with Global Customer Success Centres to leverage expertise as needed throughout the customer lifecycle
• Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
• Act as the primary point of escalation for customer account issues
• Identify opportunities at customers to grow SAP footprint through the expansion of licenses or services

Requirements:

• 3+ years industry experience in SAP Cloud Solutions or Other Cloud Products

• Experience working in one of the areas, such as Sales / Pre-Sales / Post-Sales / Support

• Commercial experience, including experience developing and executing account management plans

• Experience managing high-volume customer engagements

• Proven ability to work with virtual/social tools to engage with customers

• Proven experience working with diverse sales, support, and operations functional organisations – virtually/globally

• Record of building strong customer relationships (internal and external)

• Demonstrated ability to anticipate and solve problems

• Demonstrated ability to manage multiple tasks across functions

• Excellent listening, written and oral communication skills

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: 439477 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid