Enterprise Customer Success Partner Expert

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.

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.  

The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage a finite number of strategic customers at the enterprise level to drive mutual success across the Land, Adopt, Consume and Expand cycle. The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact via orchestrating resources across the product portfolio and Cloud Success Services (CSS), including Partners. The E-CSP drives business outcomes and value realization by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with solution area leaders to align the right SAP expert with each stage of the customer’s transformation. The E-CSP aligns with the regions and market units to ensure strong local customer support, supported by CSS centers of experts. The E-CSP is responsible for assuring the continuity of the customer’s subscription and maintenance-based solutions and maximizing their usage. By assuring a high level of customer value realization, the E-CSP will positively impact SAP’s business performance, securing renewals, collaborating with sales for up/cross-sell opportunities, safeguarding recurring revenue, and enabling business expansion.

KEY RESPONSIBILITIES AND ACTIVITIES:

• Acts as the single point of contact for post-sales success.
• Execute enterprise-level Relationship Assessments and coordinate Solution Areas Relationship Assessments
• Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all Solution Areas
• Drive cross-solution area adoption, entitlements and consumption and document business impact
• Secure renewals in collaboration with the Commercial Center as well with Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion
• Collaborate with sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion
• Proactively address improvement opportunities identified via NPS
• Remain knowledgeable on customer industry, strategy and market conditions
• Assist with escalations and management of critical situations

EXPERIENCE & ROLE REQUIREMENTS

• Experience driving customer value realization based on agreed business outcomes including driving renewals (Cloud and/or Maintenance related), expansions and up-sells of subscription or perpetual license-based solutions
• Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives
• Broad understanding of SAP solution portfolio and the business processes they enable
• Expert governance and stakeholder management skills
• Expert verbal/non-verbal communication, relationship building and executive presence skills
• Knowledge of SAAS and IAAS processes (e.g. provisioning, onboarding, customer support) as well as Cloud Market
• Experience driving renewals, expansions and supporting up-sells of subscription or perpetual license-based solutions
• Experience consulting on complex global transformation programs and applying risk-mitigation strategies
• Good understanding of cloud and on-premise solution/landscape is an advantage
• Ability to orchestrate across on-premise, maintenance and cloud solutions is a plus
• Ability to manage customer escalations and critical problem solving
• +15 years of experience in customer engagement roles
• Bachelor’s degree or equivalent required
• Proficiency English is required, Arabic is a plus 
• Location: KSA-Bahrain

Our vision is to drive world-class customer experience and business outcomes. We achieve this by passionately championing the success of our customers by inspiring and empowering people to lead, orchestrate, and deliver sustainable customer value.

​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: 407683  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.