Job Information
SAP Enterprise Customer Success Partner in Machelen, Belgium
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 choosefrom.
Enterprise Customer Success Partner
The Enterprise Customer Success Partner(E-CSP) is a senior role thatproactively and continuously engageswith a finite number ofstrategiccustomers to drive mutual success across the Customer Value Journey.
The E-CSP is the primary contact point in some of our most strategic accounts. They provide One Face to orchestrate a unified engagement between the whole customer enterprise and SAP to help align and focus all mutual activities on maximizing customer Business Value.
With the enterprise wide focus they help increase efficiency and productivity of both SAP and customer internal teams and help ensure all activity is focused on accelerating and balancing overall value realization activities across the whole of the SAP related environment.
The E-CSP helpscustomers achieve business outcomes by engaging as a trustedstrategic customeradvisor: assuring the promise of the intelligent enterprise with the customers most senior executives; engaging with eachSAP Solution Arealeader to align the right SAP expert with each stage of the customers transformation.
The E-CSP rolehelpsprovide a single strategic point of contact to help simplify the engagement by aligning and integrating activities across the Solution Areas. to maximize holistic business outcomes. They provide the customer and SAP with clear visibility and governance across the whole of the SAP engagement to help effective decision making and prioritization of activities for mutual benefit.
The E-CSPissupported bya virtual team ofmultiplecentres of expertsand solution area Specialist Customer Success Partners to help lever SAP wide global experience and expertise to reduce customer risk and accelerate & maximize overall value.
The E-CSPhasoverallaccountabilityfor assuring the continuity of the customers subscription and maintenance-based solutions and maximizing their usageand realized value.By assuring a high level of customer value realizationacross the whole enterprise, the E-CSPhelps ensure not only that the customer receives the maximum business value from their involvement with SAP and alsopositively impactsSAPs business performancebyhelping align all activities, securerenewals, reduce cancellations and enabling businessexpansion
KEY OBJECTIVES & ACCOUNTABILITIES
Build mutually beneficial senior level executive relationships as a strategic advisor for life
Understand and support customers business strategy, objectives & goals, reviews business cases, to ensure maximum value realization.
Proactively demonstrate ways that SAP can help the customer in the context of their industry, business strategy, market conditions/climate, and strategic objectives.
Ensure continuity, reference-ability & satisfaction in the subscription services and proactively look for ways that SAP can add incremental business value for the customer.
MAJOR ACTIVITIES
Primary post-sales customer executive point of contact, establishes and maintains enterprise level engagement governance across customer and SAP
Proactive engagement with customers for lifetime of relationship with SAP
Builds senior and mid level executive relationships to drive value realizations
Conducts regular customer success/ business reviews with the customer executives to assess and deliver deeper customer value
Executes enterprise level Relationship Assessments.
Develops, maintains, and actions Outcome Success Plan (OSP) at enterprise level
Responsible for structured internal (VAT) / external stakeholder alignment & communication
Monitors & aligns all Solution Area Customer Success and Premium Service delivery
Assures purposeful engagement of post-sale SAP & Partner (e.g. implementation partner)
Supported by S-CSP,CSSCenters and SAP resources for deeper subject matter expertise
Monitors & drives customer consumption and usage of entitlements across enterprise
Proactively addresses improvement opportunities identified via NPS or other means
Provides customer advocacy & provides a feedback loop into appropriate SAP stakeholders
Manages the subscription services renewal & commercial processesat enterprise level
Identifies upsell/cross sell opportunitiesand cooperates with sales to pursue
Aligns at the SAP market unitand regionallevel to ensure strong local customer support
WORK EXPERIENCE
At least 10 years senior level experience in a customer facing engagement in complex business software / IT solutions & organizations
Strong customer success focus with empathy for customer and ability to earn trusted strategic advisor status
Demonstrated experience and expertise providing executive level sponsorship & relationships at senior most levels in customer accounts
Demonstrated success in dealing with difficult customer situations, discussing complex and often sensitive issues with customer executives
Demonstrated strong business and commercial acumen and experience - "sales savvy"
Demonstrated experience in driving results within a complex matrix organization
Demonstrated deep knowledge of how companies operate / business models, strategies and end-to-end business processes
Demonstrated skills and ability to evaluate current Customer operations in comparison to SAP and customer strategic objectives
Proven ability to identify specific Customer added value opportunities and progress them to successful customer outcomes
Proven expert verbal/non-verbal communication, relationship building and executive presence skills
Demonstrated experience in complex program management and/or client management
Proven ability to manage in highly complex organizations and apply risk-mitigation strategies to customer situations
Demonstrated ability to anticipate, mitigate and solve problems
Demonstrable exposure to multicultural scenarios / international work experience
Proven experience working in and around SAP cloud and on-premise software solutions, deep understanding of the characteristics, challenges and benefits of each
Demonstrable good understanding of how SAP customers deploy and support solutions
Deep expertise in one or more industries, specific strategic accounts is a plus
Experience with complex global transformation programs in a consulting or advisory capacity across the SAP product portfolio and partner network is a plus
Experience driving renewals, expansions and up-sells of subscription or perpetual license-based solutions is a plus
Alignment with product / solution management teams / organization a plus
Established relationships with SAP MU leadership, account teams and Industry teams is a plus
Willingness to travel
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Bachelor equivalent: Yes.MBA Preferred
Excellent C level Executive level Relationship & Trust Building
Expert governance and stakeholder management skills
Expert in Complex Account Management & Engagement
Expert in managing and driving results from virtual teams and matrix organisation
Strong Business, Solution and Commercial understanding & Acumen
Strong Teamwork and Collaboration
Ability to manage through a crisis
Customer Centric & Value Based Mindset
Business outcome, value realization modelling, ROI experience
Conflict Management& Critical Problem Solving
Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in one or more business areas
Knowledge of Cloud & On premise Market
Knowledge of Cloud & On premiseDelivery Models
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
SAPs 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 (https://one.int.sap/me@sap/jobs_at_sap#17498858-1050-415e-8d82-21f91655666b_96fc) . 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: 399028 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.