Customer Success Partner Expert

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now!

Summary & Role Information

The E-CSP will proactively and continuously engage with customers at the enterprise level to drive their RISE transformation, value realization, positive business outcomes, solution adoption and commercial growth (via renewals). The role will act as a trusted partner, delivering the intelligent enterprise with customer executives and engaging with solution area leaders, together with the Adoption Success Center (ASC), sales team, market units, RISE eco-system, S-CSPs and V-CSPs for any contracted Cloud solutions to align the right SAP expert with each stage of the customer’s transformation.

The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary central post sales SAP contact via orchestrating resources across the product portfolio, Customer Success Services (CSS) and post-sales, including Partners. The E-CSP drives business outcomes by engaging as a trusted partner advisor: delivering the intelligent enterprise with customer executives and engaging with line of business leaders to align the right SAP expert with each stage of the customer’s transformation. The E-CSP is responsible for assuring the continuity of the customer’s cloud subscription and maximizing their consumption.

Specific activities include

• Simplifies and coordinates post-sales customer success activities, making the customers’ experience productive and focused.
• Remains knowledgeable on customer industry, strategy and market conditions.
• Develops, maintains, and executes enterprise-level Outcome Success Plans (OSP) inclusive of all Solution Areas.
• Introduces and participates in/or orchestrates Adoption Framework(s).
• Supports renewal execution across all Solution Areas
• Proactively address improvement opportunities identified via NPS.
• Introduces and orchestrates Preferred Success (if contracted).
• Drives cross-solution area adoption, entitlements and consumption and documents business impact.
• Assists with escalations and management of critical situations.
• Acts as the central point of contact for CLTV success.
• Introduces and orchestrates Enterprise Support or Enterprise Support Cloud Edition (if contracted).
• Introduces and Orchestrates Vision to Value (V2V) Methodology
• Aligns with the regions and market units to ensure strong local customer support, supported by CSS Success Centers.
• Supports Account Planning, leads internal Governance across key stakeholders
• Validates accuracy of customer commitments and in partnership with ECS, safeguards provisioning access in the case of PCE
• Executes enterprise-level Relationship Assessments.

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)
• Expert governance and stakeholder management skills
• Experience driving renewals, expansions and supporting up-sells of subscription or perpetual license-based solutions
• Knowledge of SAAS and IAAS processes (e.g. provisioning, onboarding, customer support)
• Good understanding of cloud and on-premise solution/landscape is an advantage
• Broad understanding of SAP solution portfolio (in particular RISE) and the end-to-end business processes they enable, including a rough understanding of architecture
• Expert verbal/non-verbal communication, relationship building and executive presence skills
• Ability to orchestrate across on-premise, maintenance and cloud solutions is a plus
• Experience in project management in global transformation projects, applying risk-mitigation strategies, and setting up governance models
• Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives
• 10+ years’ experience (senior) or 6+years (expert) in the following areas Sales, Pre-Sales, Services or Solution/Product Management
• Business outcome, value realization modelling, ROI experience

About The Team

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.

Note

This position is open at T3/ T4 levels and can be offered as E-SCP or S-CSP, depending on suitability.

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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: [email protected]

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: 367502 | Work Area: Sales | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - Asia-Pacific .