Partenaire de la réussite client senior pour SAP Procurement - Région Midwest

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.

Job Title: SAP Procurement Senior Customer Success Partner –Midwest

Location: SAP office, CANADA– (MONTREAL preferred)

What you'll do:

As a Solution Customer Success Manager (S-CSM), you will act as a trusted advisor, maximizing customer lifetime value by delivering solution area expertise to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of solutions.

• Develop and implement account strategies and implementation plans for feature and nurture customers that further expand customer external labor programs and identify new business opportunities within assigned accounts. These plans should:
• Build deep executive relationships and earn trusted advisor status with customers
• Increase spend under management
• Ensure rapid adoption and enablement of solutions that drive value for the customer
• Expand business process automation across the specific Line of business applications
• Increase the customer’s usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.
• Identify new opportunities for customers to leverage new or expanded SAP solutions
• Mitigate churn and manage renewals of SAP solutions/services
• Identify sales leads and support sales in expansion and upsell efforts
• Manage through crisis and de-escalate customer situations
• Drive renewals, expansions, and up-sells of subscription license-based solutions

What you bring:

• Strong executive presence and relationship building skills
• Deep knowledge of business models, strategies, and line of business processes
• Proven ability to handle difficult customer situations and discuss complex issues with customer executives
• Experience with cloud software solutions and delivery models
• Expert level buying center/Lines of Business domain expertise
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of SAP solutions portfolio and the business processes they enable
• Some technical understanding for assigned solution area to address technical issues with customers
• Bachelor's degree or equivalent required
• Experience in business software
• Knowledge of SAAS and IAAS processes
• Strong program management and governance skills
• Expert commercial/deal support skills
• Relationship-driven mindset with excellent verbal and non-verbal communication skills
• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.

Meet your team:

You will coordinate with SAP Procurement, Supply Chain, and External Workforce Experts, and work closely with SAP MU leadership, account teams, industry teams, and solution management organization.

Skills you’ll use:

Professional Skills

Business Acumen

Complex Problem Solving

Effective Communication

Customer Orientation

Establish Trust

Influencing Skills

Tech Industry & SAP General Skills

Key Performance Indicators (KPIs)

Artificial Intelligence

Software-as-a-Service

Technology Innovation

SAP Cloud Suite Portfolio

RISE and GROW with SAP

Role Specific Skills

Customer Value Journey Alignment

Account Governance

Account Strategy

Customer Success Management

Customer Retention

Relationship Building

Technology Solution Adoption

Overcoming Objections

Nom du poste : Partenaire de la réussite client senior pour SAP Procurement – Région Midwest

Lieu : bureau SAP, CANADA (MONTRÉAL de préférence)

Votre rôle :

En tant que responsable de la réussite client dédiée à une solution (S-CSM), vous jouerez le rôle de conseiller digne de confiance. Vous maximiserez la valeur vie client grâce à votre expertise dans le domaine de solutions auprès des dirigeants côté client et dans leur secteur d’activité, tout en accélérant la création de valeur à court terme via l’adoption et l’utilisation rapides des solutions.

• Vous élaborerez et mettrez en œuvre des stratégies de compte et des plans d’exécution pour les clients clés et les clients existants qui développent leurs programmes de main-d’œuvre externe et identifierez de nouvelles opportunités commerciales au sein des comptes affectés. Ces plans doivent viser les finalités suivantes :

• Établir des relations solides avec les dirigeants et se positionner en tant que partenaire de confiance auprès des clients

• Gérer un plus grand volume de dépenses

• Assurer une adoption et une activation rapides des solutions qui génèrent de la valeur pour le client

• Développer l’automatisation des processus de gestion dans les diverses applications métier spécifiques

• Renforcer l’utilisation par le client de ses applications en nuage sous contrat, de manière à ce que sa consommation atteigne (ou dépasse) les niveaux auxquels il a droit

• Identifier les opportunités que les clients utilisent de nouvelles solutions SAP ou étendent leurs solutions existantes

• Atténuer l’attrition et gérer le renouvellement des services/solutions SAP

• Identifier les opportunités de vente et contribuer aux efforts d’expansion et de ventes incitatives

• Gérer les crises et la désescalade des situations client problématiques

• Favoriser les renouvellements, les expansions et les ventes incitatives des solutions sous licence d’abonnement

Votre profil :

• Prestance digne d’un dirigeant et excellentes compétences relationnelles

• Connaissance approfondie des modèles de gestion, des stratégies et des processus métier

• Aptitude éprouvée à gérer les situations client difficiles et à discuter de problèmes complexes avec les dirigeants côté client

• Expérience des solutions logicielles en nuage et des modèles de prestation

• Compétences expertes dans le domaine du centre d’achat/du secteur d’activité

• Capacité à mettre en œuvre des stratégies d’atténuation des risques dans le cadre de situations client problématiques

• Connaissance du portefeuille de solutions SAP et des processus de gestion liés

• Compréhension technique générale du domaine de solutions affecté pour aborder les problèmes techniques avec les clients

• Baccalauréat ou équivalent requis

• Expérience avec les logiciels d’entreprise

• Connaissance des processus SaaS et IaaS

• Compétences solides dans la gouvernance et la gestion de programmes

• Expertise dans les activités de soutien des ventes/des transactions

• Approche orientée relations et excellentes compétences en communication à l’oral et à l’écrit

• Expérience dans la gestion des renouvellements, des expansions et des ventes incitatives des solutions sous abonnement ou licence perpétuelles

Votre équipe :

Vous collaborerez avec des experts des solutions SAP Procurement, de la chaîne logistique et de la main-d’œuvre externe et travaillerez en étroite collaboration avec la direction, les équipes de gestion des comptes, les équipes sectorielles et l’organisation de la gestion des solutions de l’unité de marché SAP.

Compétences requises :

Compétences professionnelles

Sens des affaires

Résolution de problèmes complexes

Communication efficace

Orientation client

Personne digne de confiance

Capacité à influencer

Compétences générales SAP et dans le secteur technologique

Indicateurs de performance clés (KPI)

Intelligence artificielle

Software-as-a-Service (SaaS)

Innovation technologique

Portefeuille de la suite SAP Cloud

RISE with SAP et GROW with SAP

Compétences spécifiques au rôle

Alignement du parcours de création de valeur client

Gouvernance des comptes

Stratégie de compte

Gestion de la réussite client

Fidélisation des clients

Établissement de relations

Adoption des solutions technologiques

Capacité à surmonter les objections

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, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 167,800-358,000 (CAD). The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

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

Requisition ID: 453161 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 50% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid