What do we offer
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Main areas of responsibility and tasks
We put our customers first, so that they have the best possible experience with SAP’s Digital Supply Chain (DSC) solution offerings. We are the smart wing, we are brave, bold and deliver on our commitments. We celebrate when our customers win. Their success is our success.
Senior Customer Success Partner (Senior CSP) (Female, Male, Diverse) works directly with our strategic clients at DSC to guide them through their journey with our offerings. Senior CSP increases customer satisfaction, retention, renewals, references, and sales of cloud products within the DSC Solutions portfolio. They achieve this by building strong relationships with our customers and helping them maximize the value of their partnership with SAP.
The Senior CSP oversees key customer milestones throughout the customer lifecycle, from deal signing, to system provision, monitoring implementation progress and completion of the feasibility study. The Senior CSP is expected to act as the client’s strategic point of contact and leverage appropriate resources across SAP functions to maintain the client’s overall health.
Account and region management
The Senior CSP is fully responsible for the day-to-day management of approximately 25 assigned Cloud client accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these clients.
Senior CSP responsible for creating and maintaining a comprehensive view of assigned accounts or their territories through proactive account planning, aligning customer business strategies with product and solutions and partner road mapping.
They will convey the state of the customer lifecycle, common risks and issues, and insights into usage and retention challenges.
The CSP will leverage system-based usage data, surveys and all other forms of feedback to form a comprehensive view of customer/territory health and propensity for renewal.
Building account relationships
Develops trust and deep relationship with client stakeholders, key decision makers and executive sponsors by establishing a regular rhythm of interactions.
Advocates for and becomes the voice of the customer within SAP; Understands competitive threats and uses appropriate escalation channels to assist clients in times of need.
The Senior CSP will manage accounts with complex systems, stakeholder networks, and higher ranges of total managed contract values.
Senior CSP maintains a close working relationship with other colleagues and customer facing staff needed to support assigned accounts (eg, IAE, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deal Desk, DSC Delivery and our ecosystem partners ).
Strengthens customer community by increasing participation in customer events (VIP and LoB sessions, reference program, etc.).
References care
– Leads customer references. Pay to get reference stories across accounts.
Defines the success metrics agreed upon with the client. Tracks and bookmarks inhibitor for each account.
value realization engine
Manages refurbishment operations through onboarding, needs analysis, business negotiations and closing.
Proactively engage customers to ensure they get maximum value from SAP solutions; Facilitates customer engagement and adoption through the use of workshops, best practices, webinars, thought leadership, etc.
Retention management
Senior CSP responsible for dealing with the client, account team and other business stakeholders.
Senior CSP manages the renewal cycle of his clients through close collaboration with relevant internal stakeholders, effectively positioning the value proposition of the selected line of business to benefit from the adoption of our solutions and services needed to support the client.
Stimulates opportunity development (including growth and onboarding of the pipeline along with assigned account executives) and accurate forecasting of opportunities for renewal and network growth.
Facilitates quarterly account reviews with clients and account team members to confirm ongoing client account goals and strengthen relationships.
Sell / cross sell
– Meet or exceed account-specific profitability and revenue targets for a portfolio of accounts including but not limited to renewals, expansion of subscription programs, and network revenue growth.
Senior CSP is a proactive member of assigned virtual account teams and will provide sales teams with information about potential sales opportunities within and outside the DSC portfolio.
education:
Bachelor’s degree, MBA preferred
– The ability to have multiple languages is a region dependent feature; Minimum is local language + English
– Proficiency in Microsoft Office programs: Excel, PowerPoint, Word and Outlook
Experience using different CRM systems and Totango as well as additional internal SAP systems and applications for account and opportunity management
work experience:
6+ years experience in the following areas
– CE & X, sales, pre-sales, services, or solution/product management
Business experience in digital supply chain or equivalent experiences at other Cloud LoB’s
Experience in project management, including business process transformation and re-engineering
Experience managing complex customer engagements
Experience of CRM, Sales and Sales team in licensing, cloud or services
Commercial experience, incl. Account management plans development and contract negotiations
– Over 2 years of managing strategic accounts in SAP
We are SAP
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insights more effectively. Known as a leader in enterprise resource planning (ERP) software, SAP has evolved into a market leader in end-to-end business application software, database-related services, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are goal-focused and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting industries, people or global platforms, we help ensure that every challenge gets the solution it deserves. At SAP, we build breakthroughs together.
We promised to include
SAP’s culture of inclusion, focus on health and wellbeing, and flexible work models help ensure that everyone – regardless of background – feels included and can function 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 people to inspire confidence and help everyone achieve their full potential. We ultimately believe in unleashing all talents and creating a better and fairer world.
SAP is proud to be an equal opportunity workplace and affirmative action employer. We are committed to the values of equal employment opportunity and provide accessibility for applicants with physical and/or mental disabilities.
Headquartered in Walldorf, Germany, SAP is the world’s largest business software company with more than 51,500 employees in sales and development sites in more than 50 countries worldwide.
Our global development approach focuses on distributing development worldwide in strategically important markets. A global network of SAP Labs covering Bulgaria, Canada, China, Germany, Hungary, India, Israel and the United States, enables SAP to operate locally, yet is globally organized.
As the global technology research unit of SAP, SAP Research contributes significantly to the SAP product portfolio and expands SAP’s leadership position by identifying and shaping emerging IT trends through applied research and enterprise adventure. SAP Research has highly skilled teams in 11 research centers around the world.