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SUMMARY
The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of assigned customers at the enterprise level to ensure transformation success across the Customer Value Journey (CVJ). This role will focus on customers who have made an investment into SAP with S/4HANA Private Cloud along with additional cloud solutions across other customer buying centers.
The objective of the E-CSP is to maximize the value that customers and SAP receive through adoption and optimal consumption of their entitled solutions. The role, by design, is cross functional and will align with leadership across Chief Business Office (CBO), License & Services Sales, Customer Service and Delivery (CS&D), Partners, and Market Units.
RISE with S/4HANA Private Cloud Edition is designed to provide innovation, flexibly, and cloud-like values while allowing on-premise customers to retain their existing ERP or S/4HANA investments by converting their current system(s) to the cloud. This subscription model delivers customers a modern, Cloud-based architecture hosted in SAP or Hyperscaler data centers.
ROLE INFORMATION
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, Chief Business Office, License & Services Sales, Customer Service and Delivery, Partners and the Market Units. The E-CSP drives business outcomes by engaging as a trusted 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 aligns with the regions and market units to ensure strong local customer support, supported by 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. Specific activities include:
· Proactively drive mutual success across the CVJ engagement model, encompassing key milestones from discovery, select, adoption, derive, to extend.
· Execute enterprise-level Relationship Assessments (RA) and coordinate LoB Relationship Assessments
· Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBs
· Drive cross-LoB adoption, entitlements 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
· Develops deep relationships with key Customer decision makers and executive sponsors and leads quarterly review meetings.
· Assists customers with transformational change by facilitating and coordinating cross functional involvement with solutions consulting and services delivery.
EXPERIENCE & ROLE REQUIREMENTS
· Experience driving customer value realization based on agreed business outcomes including driving renewals, expansions and up-sells
· Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud value proposition.
· Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives
· Broad understanding of SAP solution portfolio and the business processes they enable
· Business outcome, value realization modelling, ROI experience
· 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)
· Experience driving renewals, expansions and supporting up-sells
· Experience consulting on complex global transformation programs and applying risk-mitigation strategies
· Bachelor’s degree or equivalent required
· Ability to travel up to 30%, as needed
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.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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.
EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 116,400 - 251,800 (USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.
