SAP Concur- Customer Success Partner Senior Advisor, ENT Digital

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: Customer Success Partner Senior Advisor

Role Purpose: As a Customer Success Partner, you will act as a trusted advisor to SAP customers, focusing on delivering solution area expertise and maximizing customer lifetime value. You will ensure customer success by driving adoption and consumption of SAP solutions, managing renewals, mitigating churn, and identifying expansion opportunities. You will engage with executive stakeholders, guiding customers through their value realization journey, from pre-sales to post-sales, while driving customer outcomes and SAP’s business growth.

Key Responsibilities:

• Customer Relationship Management: Build deep, trusted relationships with customer executives and key stakeholders. Act as a primary point of contact, guiding customers through the entire lifecycle from adoption to renewal.
• Customer Success Management: Develop and execute customer success strategies, ensuring value realization, adoption, and consumption of SAP solutions to drive business outcomes and renewals.
• Renewal & Revenue Optimization: Drive customer renewals, expansions, and upsell opportunities for SAP solutions, ensuring profitability and alignment with business objectives. Forecast renewal opportunities accurately and safeguard revenue.
• Account Strategy & Governance: Implement and oversee account strategies, including consumption plans, outcome success plans, and value-based adoption strategies. Track customer satisfaction, and work with global customer success teams to ensure high-level service delivery.
• Churn Mitigation & Crisis Management: Manage through customer crises and de-escalate situations. Leverage risk mitigation strategies to maintain strong customer relationships and minimize churn.
• Collaboration & Stakeholder Engagement: Collaborate with internal SAP teams (MU leadership, account teams, industry teams, and solution management) and external stakeholders to deliver a seamless customer experience and identify growth opportunities.
• Identify Expansion & Upsell Opportunities: Use customer data, consumption insights, and business needs to identify opportunities for cross-sell, upsell, or expansion of SAP solutions and services.
• Performance Tracking & Reporting: Utilize data and tools to monitor SLA performance, adoption metrics, and consumption patterns, adjusting strategies as necessary to ensure customer success.
• Leadership & Influence: Provide expert guidance on best practices, sharing insights and contributing to SAP’s library of success plays. Lead initiatives to drive digital transformation and process improvements in customer engagement models.

Skills & Qualifications:

• Executive Presence & Relationship Building: Proven ability to build and sustain relationships with senior customer executives and internal stakeholders.
• Problem-Solving & Risk Mitigation: Ability to address complex customer challenges, applying risk-mitigation strategies and driving resolution of difficult customer situations.
• Strategic Account Management: Expertise in developing long-term customer strategies that align with business outcomes, customer retention, and expansion.
• Communication & Influencing: Strong verbal and non-verbal communication skills, with the ability to influence decisions and convey technical or strategic concepts effectively.
• Technical Understanding: Some technical expertise in SAP solutions, with the ability to discuss technical issues and solutions with customers.
• Business Acumen: Advanced understanding of customer business models, strategies, and line-of-business processes.
• Experience & Education: Several years of experience in customer success management, account governance, or a similar role, with a focus on SaaS or cloud software solutions. A bachelor’s degree or equivalent is required.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Renewal and retention rates
• Upsell and expansion revenue
• Adoption and consumption metrics
• Customer risk identification and mitigation success

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.

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 combined range for this position is $170,000- $220,000(CAD) 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. A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com.

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

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: 447898 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

​