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.

The Customer Success Partner engages with SAP’s customers to drive & accelerate their value realization 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 Partner (CSP) 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 CSP has been established for all C1 cloud lines of business. Digital CSP's will use a low touch/virtual engagement approach in order to provide and excellent customer experience across a number of customers. The Digital CSP will be located in several e-centres globally and have access to the latest digital tools.

The Role:

Digital CSPs will be working in a shared service environment covering accounts in the Digital Segment and interacting in a proactive (direct reach out) and reactive (inbound/web) way. Customers can connect with one of many Digital CSPs via a shared email address, a work in process scheduling app or through the work in process ‘Customer Watch List’ as defined by internal stakeholders such as CSMs, support, product management, and/or consulting etc.

Target New Customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes. Digital CSPs will adapt a standard onboarding PPT to the specific customer and review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future via generic email and/or app.

Respond to risk scenarios - Digital CSPs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices. Sharing SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1:n sharing sessions. Where relevant, experts will be brought in to address specific topics. Understand and deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal. Maintain customer interactions in Gainsight with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover. Document processes, create templates, and organize all content and team activities for transparency, team collaboration and effective onboarding of new Digital CSPs as the role expands.

Expanding responsibilities over time - Increase enablement, adoption and usage of solutions that drive value for the customer. Identify areas for improvement across the existing subscription as well as additional software to help solve problems Support/Drive successful renewals working with all existing support teams (Renewal Center) The Digital CSP needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes. The ability to influence teams reporting into the LOB but supporting the Virtual Engagement shared service will be key.

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 standardized 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 to support value-based consumption focused activities
• Monitors SLA performance and maintain 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 primary point of escalation for customers account issues
• Identify opportunities at customer to grow SAP footprint through expansion of licenses or services

Requirements:

• 9+ years industry experience in SAP Cloud Solutions or Other Cloud Products
• Solid track record & knowledge of SAP and a true passion for ensuring customer success and excellence
• Distinctive problem solving and analytical skills
• Broad understanding of SAP solution portfolio and the business processes they enable.

• 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 organizations – 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

• Has good understanding of purpose and role of SAP Cloud Success Services Organization
• Bachelor’s degree or equivalent required.

• 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: 444479 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid