Key Responsibilities & Tasks The Enterprise Customer Success Partner (E-CSP) Expert engages proactively and continuously with a finite number of larger, more complex customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle. The E-CSP Expert helps larger, more complex customers achieve business outcomes by engaging as a trusted advisor: assuring the promise of the intelligent enterprise with the customer\xe2\x80\x99s senior executives; engaging with each LoB senior executive to align the right SAP expert with each stage of the customer\xe2\x80\x99s transformation. The E-CSP Expert reduces the number of SAP employees assigned to each customer by assuring (only) those that are providing in-the-moment value are present. The E-CSP Expert is supported by multiple CE&X life-cycle relevant centers of experts. The E-CSP Expert has overall responsibility for assuring the continuity of the customer\xe2\x80\x99s subscription and maintenance based solutions and maximizing their usage/consumption. By assuring and driving a high level of customer value realization, the E-CSP Expert positively impacts SAP\xe2\x80\x99s business performance, securing renewals, reducing cancellations and enabling business to expand. Customer Success: \xe2\x80\xa2 Accountable and responsible for the customer\xe2\x80\x99s success with all SAP subscription / maintenance-based solutions \xe2\x80\xa2 Engages in a success capacity fostering mutually beneficial relationships as a trusted advisor to senior & mid-level executives \xe2\x80\xa2 Governs and directs work to enable the documentation and supports customer\xe2\x80\x99s business strategy, objectives & goals, reviews business cases, facilitates value realization \xe2\x80\xa2 Responsible for providing consistent and structured internal (VAT) / external stakeholder alignment & communication \xe2\x80\xa2 Executes enterprise-level Relationship Assessments and coordinates & consolidates LOB Relationship Assessments \xe2\x80\xa2 Develops and maintains enterprise-level Outcome Success Plan (OSP) and assures OSP presence and actioning for all LoBs \xe2\x80\xa2 Conducts regular customer success/business reviews to assess and deliver deeper customer value \xe2\x80\xa2 Stays knowledgeable on customer\xe2\x80\x99s industry, business strategy and market conditions/climate Resource Coordination: \xe2\x80\xa2 Simplifies the customer engagement model by acting as the primary post-sales SAP face to the customer \xe2\x80\xa2 Orchestrates success resources across the product portfolio and CE&X (S-CSP, center resources, LCX, Pref Success, MGTM, etc.) to accomplish customer\'s desired outcomes. \xe2\x80\xa2 Assures assignment and active / purposeful engagement of all post-sale SAP & Partner (incl. implementation partner), supporting roles as required \xe2\x80\xa2 Is supported by the CE&X Centers and other SAP resources for deeper subject matter expertise when required \xe2\x80\xa2 Assures customer is using and has a success plan for all their entitlements \xe2\x80\xa2 Assures improvement opportunities identified via NPS or other means are proactively address with the customer \xe2\x80\xa2 Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders \xe2\x80\xa2 Aligns and drives at the MU and Regional level to ensure strong local customer support coordination Consumption & Commercials: \xe2\x80\xa2 E-CSP is non-billable, has no sales/pipeline quota, E-CSP is customer satisfaction, consumption & revenue retention focused \xe2\x80\xa2 Monitors cross LoB adoption, entitlements consumption, and documents business impact \xe2\x80\xa2 Identifies and mitigates risks to current and future recurring revenue \xe2\x80\xa2 Shares product roadmaps and timelines with customer for future evolution \xe2\x80\xa2 Manages customer cloud renewals and other commercial events \xe2\x80\xa2 Closes alignment with sales, discovers and communicates upsell/ cross-sell opportunities \xe2\x80\xa2 Assures customer is referenceable and facilitates reference process \xe2\x80\xa2 Experience & Educational Requirements Experience & Language Requirements: Account Management \xe2\x80\xa2 +8 years of experience in account management related activities resulting in a demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status \xe2\x80\xa2 Deep knowledge of how companies operate / business models, strategies and LoB business processes and experience in managing complex customer engagements \xe2\x80\xa2 Demonstrated success in dealing with difficult customer situations, discussing complex and often sensitive issues with customer executives \xe2\x80\xa2 Proven ability in driving renewals, expansions and up-sells of subscription or perpetual license based solutions / services; sales savvy & able to identify new opportunities for customer to leverage new or expanded SAP solutions \xe2\x80\xa2 Deep knowledge of how SAP operates and drives \xe2\x80\x9cLand, Adopt, Consume & Expand\xe2\x80\x9d (LACE) Functional Expertise \xe2\x80\xa2 Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits \xe2\x80\xa2 Knowledge of SAAS and IAAS processes, e.g. processes including provisioning, onboarding and customer support \xe2\x80\xa2 Experience with complex global transformation programs in a consulting or advisory capacity across a buying center portfolio and partner network \xe2\x80\xa2 Proven ability to operate in complex organizations, de-escalate and apply risk-mitigation strategies to customer situations \xe2\x80\xa2 Business outcome / value realization modelling and ROI experience; creation of account plans Soft Skills \xe2\x80\xa2 Excellent executive presence & strong relationship building skills \xe2\x80\xa2 Excellent verbal and non-verbal communication skills \xe2\x80\xa2 Strong program / project management \xe2\x80\xa2 Expert governance and stakeholder management skills \xe2\x80\xa2 Strong commercial / deal support skills especially subscription based SAP-Specific Knowledge \xe2\x80\xa2 Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in one or more LoB\'s \xe2\x80\xa2 Established relationships with SAP MU leadership, account teams and Industry teams \xe2\x80\xa2 Deep understanding of LoB products, relationships with solution management organization and related partner ecosystem as appropriate \xe2\x80\xa2 Detailed understanding of navigating SAP\xe2\x80\x99s support entitlements (e.g. ES, ESCE, PSLE) and related processes, organization(s) and tools (e.g., Customer Engagement Workplace, Totango, CRM, functionality adoption reporting etc.) \xe2\x80\xa2 Significant experience in business software, Bachelor\xe2\x80\x99s degree or equivalent required (MBA preferred) \xe2\x80\xa2 Fluent English
The Company\'s line of business includes providing computer programming services, consulting services and Enterprise software.
Bachelor\'s or Equivalent