Customer Success Partner Senior Advisor - Fieldglass and Ariba

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

The Specialist Customer Success Partner (CSP) – Procurement (Fieldglass & Ariba) engages with SAPʼs 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 focus of this position is twofold, to maximize the value that customers and SAP receive through SAP Fieldglass, SAP Ariba and SAP procurement adoption and use of the SAP Business Network and to ensure that the customers deploy and use of all of their entitled subscription software. 

Duties and Responsibilities

• Develop and implement account strategies and implementation plans for emerging and renewal customers that further existing account adoption and identify new business opportunities within assigned accounts.  These plans should:
  • Increase spend under management, network adoption, transaction volume and trading relationships on the SAP Business Network.
  • 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.
• Complete Relationship Assessments, Outcome Success Plans, initiate tracking, and maintain associated tasks for each account in the portfolio.
• Develop and nurture account relationship and engage C-Level and program sponsors to ensure customer success.
• Track SLA performance, usage and adoption metrics, and overall customer satisfaction.
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
• Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, Product support personnel, Global Account Directors, Managing Partners and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
• Act as primary escalation point for cloud solutions for those accounts within their portfolio.
• Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth
• Deal management and commercial negotiation of the entire opportunity (from opportunity to close) for renewals
• Facilitate quarterly Account Reviews and monthly Relationship Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships
• Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
• Identify opportunities at customer to grow SAP footprint through expansion of licenses or services

WORK EXPERIENCE:

• Previous experience with Fieldglass solution is mandatory (At least one-year experience)
• Strong Procurement Line of Business specific experience:
  • Supply chain, Finance and Procurement and eBusiness expertise
• 5+ years of experience in at least one the following areas:
  • Managing complex customer engagements
  • Commercial experience including experience developing account management plans and contract negotiation
  • Selling or delivering consulting services
• Customer relationship management and sales team management expertise
• Proficiency in SAP Commercial and Account Management Systems:  CRM, Totango,
• Financial systems, financial planning and enterprise resource planning expertise
• Complex Account Management with a customer focus having developed the acumen to cultivate and develop lasting customer relations

Preferred Qualifications

• Bachelor’s or Master’s Degree
• 5+ years of overall business procurement experience
• Strong track record of multi-tasking/being highly organized and structured
• Experience in Consulting, account management, SaaS renewals
• Contract negotiation experience on either the buy or sell side
• Analytical, and commercial savvy
• Problem solving attitude with a Customer Focus.
• Multi-lingual: Proficient in English. Arabic is a plus.

Soft Skills

• Expert relationship building skills
• Excellent verbal and non-verbal communication skills
• Expert governance and stakeholder management skills
• Strong commercial / deal support skills especially subscription based

​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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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.

EOE AA M/F/Vet/Disability:

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 406574  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.