Customer Success Partner Senior Advisor

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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.

Customer Success Partner

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.

Core Tasks:

• ​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 in order to support value-based consumption focused activities
• Monitors SLA performance and maintain high level of customer satisfaction
• Engage with Global Customer Success Centers 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
• 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​

Accountability

• responsible for delivery of outcome of assigned projects or areas of responsibility
• internally recognized senior on complex technical and business matters
• works on large, complex activities, using demonstrated creativity and expertise and applying specialist professional knowledge to deliver high quality results / technical solutions
• collaborates in devising long-term concepts
• may include team lead or supervisory responsibilities

Complexity

• contributes independently, resolves complex issues in own specialist area (e.g. cross-functional or cross-country projects)
• works independently on topics while setting priorities having sole responsibility
• provides regular project status and updates
• decisions/solutions can enhance essentially current and future design and strategy
• enhance complex systems & processes

Experience

• advanced technical or business skills and special knowledge in one / several areas
• individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations
• typically several years experience with increasing amount of responsibility

Communication

• builds and maintains partnerships with internal and external customers and partners
• contributes actively to build common ground for cooperation
• communicates clear and conveying processes & policies in a way that others can understand
• communicates relevant messages in a timely manner and with constructive feedback to cross functional colleagues & managers

Key Responsibilities 

The Senior Customer Engagement Executive (CEE) has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.  The focus of this position is to maximize the value that customers and SAP receive through adoption and to ensure that the customers deploy and use of all of their entitled subscription software.  The Senior CEE is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through proactive account planning, and alignment of customers' business strategies to product, solution and partner road mapping.  The Senior CEE is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition to leverage adoption of our solutions and services necessary to support the customer. The Senior CEE will be managing accounts with complex systems, stakeholder networks and higher ranges of Total Managed Contract values.

Develops relationships with account key decision makers and executive sponsors, participate in regular review meetings with the identified stakeholders as per the governance plan. Develop and implement account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts.  These plans should:
Governance consultation; advising and guiding customers to establish, utilize and mature in the use of governance models which drive to value realization and adoption
Ensure deep adoption of both products AND features for purchases solutions 
Expand business process automation
Increase the customer's usage of their contracted cloud applications up to and beyond the entitlements that they have.
Track SLA performance and overall customer satisfaction
Identify areas for improvement across the existing subscription as well as the broader potential software
Work with broader team in the client to identify areas of improvement and streamlining
Develop client specific, achievable KPI's and ensure the client is working towards achieving these, providing guidance and identifying help as needed
Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion,
Digital Transformation; Creation and Execution of Digital Transformation 3-5 Year Road Mapping
Facilitate regular business reviews with customer and Account team and the broader members to confirm ongoing customer account goals, assess progress, align to value realization and strengthen relationships
Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, AGS support personnel, GADs, MPs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
Develop and maintain working relationships with Partners engaged with assigned accounts to insure effective account relationships and deliverables.  Where applicable engage with Partner Delivery Managers (PDM)for unified oversight.
Work with the partner and client during deployment to ensure the best outcome for all parties
Drive successful renewals (including accurate forecasting of renewals) and using in depth knowledge of customers, drive growth opportunities in partnership with assigned Account Executives
Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth opportunities
Manage new account assignment into portfolio

Experiance and Education Requirements : 

1. 7 years of experience in the following areas:
2. Proven experience with business process transformation and re-engineering disciplines
3. Experience managing complex customer engagements
4. Commercial experience including experience developing account management plans and contract negotiation
5. Line of Business specific experience - specific to the LoB that they are being primarily hired into. Examples include:
6. Knowledge of the cloud product being supported
7. Multi-lingual depending upon region
8. Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook

Education
Bachelor equivalent: yes

​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: 407585  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.