Customer Success Partner Expert

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.

Role Overview

As a Customer Officer, you will be responsible for managing and delivering proactive improvements to customer value outcomes and our Customer Value Journey. Through strong customer advocacy you will ensure internal teams better understand customer priorities and make investment decisions that align with customer needs. You will manage programs that report on and provide improvements in customer satisfaction as well as programs delivering improvements to transformation value, adoption and consumption and churn reduction. Additionally, and as required, you will manage the proactive safeguarding of our most strategic customer accounts and for managing critical customer situations.

Key Responsibilities

• Customer Engagement, Executive Reporting and Communication
  • End-to-end ownership for the customer interaction (preparation, briefings, communication, debrief, and follow-up on action items).
  • Provide coherent reporting on strategic customers to executive levels.
  • Prepare and tailor executive briefing materials for engagements led by senior leaders (Board Members and Customer Value leadership).
• Customer Insight and Improvement
  • Understand the pain points of our (top) customers and translate them into actionable improvement initiatives across the organization.
  • Work with account teams to identify opportunities and safeguard strategic accounts..
• Customer Advocacy and Representation
  • Represent customer priorities in discussions with Customer Value stakeholders and SAP field team members.
  • Ensure customer priorities are reflected in strategic plans and execution.
• Program Management
  • Lead coordination and preparation for strategic customer engagements, including 1:1s, Steering Committees, and Events.
  • Establish and participate in programs that deliver improvements in the Customer Value Journey, including improvements to customer transformation, value delivery, adoption and consumption or churn reduction
• Customer Loyalty Survey
  • Program manage the successful performance of the annual Customer Loyalty Survey, managing Market Unit and Solution Area Champions delivering improved customer key business stakeholder involvement and increasing the quality of results and feedback provided
  • Advocate and drive Cloud delivery service improvements based upon customer feedback and priorities
• Cross-Functional Collaboration
  • Liaise with key stakeholders within SAP and at the customer side to build trusted relationships that drive customer success.
  • Cross-Functional Liaison: Collaborate with Customer Value leaders and their teams to deliver strategically aligned messaging to SAP field teams and customers.
• De-Escalation and Safeguarding
  • Lead effective de-escalation management for strategic accounts in close collaboration with the Support organization and the Customer Value Board Area.
  • Highlight, escalate where required, and be the conduit to the Product Engineering organisation for the development and prioritisation of the product backlog based upon APAC customer requirements
  • Identify and implement proactive safeguarding measures, such as customer engagement reviews, for top accounts.

What You Bring

• Proven experience in customer-facing roles, ideally in Customer Success, Product Success, or Executive Communications.
• Strong understanding of SAP’s solution portfolio, including Line of Business (LoB) solutions.
• Excellent organizational and communication skills, with the ability to manage high-stakes executive interactions.
• Fluency in English (verbal and written). Additional languages are a plus.
• A highly motivated individual who thrives in a fast-paced, high-pressure environment, with exceptional communication skills, strategic thinking, and strong business acumen.

Preferred Attributes (Nice-to-have)

• Experience in enterprise account management, escalation handling, and executive-level stakeholder management.
• Familiarity with SAP governance processes and cross-functional collaboration across large organizations.
• Ability to translate customer feedback into measurable business actions and outcomes.

Why Join

• Partner with senior leadership to shape strategic customer outcomes.
• Exposure to high-impact, cross-functional initiatives across SAP.
• Opportunity to influence customer experience and safeguard key deals at the highest level.

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: 444535 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid