Customer Success Partner Senior Advisor

Il y a 2 mois

Machelen, Belgique SAP Temps plein

**We help the world run better**

Ideally located in Belgium as linked to this MU - France location is also an option

**_Specialist Customer Success Partner_**:
The Specialist Customer Success Partner (S-CSP) at this level is a functional leadership role closely aligned with the regional and senior management of Cloud customer accounts, including account management strategies, as well as engagement and expansion plans to ensure profitable growth within the customers in the region.

The S-CSP has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers. The focus of this position is twofold, to maximize the value that customers and SAP receive through adoption and use of the Network and to ensure that the customers deploy and use of all of their entitled subscription software. The S-CSP is expected to serve as the primary procurement point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management. The S-CSP is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer. S-CSPs are typically field-based and will be assigned to multiple customer accounts according to the needs of the Market Unit.

This role requires a senior professional with the expertise and experience to help assigned Customers to maximize the value that they receive through adoption and use of the Network and to ensure that the customers deploy and use of all of their entitled subscription software. The role, by design, is cross functional and will align with leadership across the SAP matrix organisation including Customer Engagement & Experience (CE&X) leadership, Procurement Buying Center and Market Unit.

**Expectations & Tasks**:

- The S-CSP works in alignment with the EMEA North Procurement Buying Center leadership to develop and improve the Network competencies, transfer knowledge and improve network skills of the Customer Success Partners.
- Development and management of renewal forecasting, account penetration plans, and customer engagement plans that will deliver business outcomes.
- Conducts customer business and opportunity diagnostics to analyse business case drivers, to identify program risks and to establish action plans that deliver near term results and continue to improve Procurement Customer Success Partner business processes related to our network value proposition
- Work with Market Unit Account teams and Customer Success Partners to develop and execute quarterly plans that improve Customer Adoption overall and Document and Transacting Supplier adoption across assigned customer portfolio.
- Develops and maintains customer program reporting to communicate progress and to help govern the relationship with customer, CE&X and SAP executive sponsors.
- Develops deep relationships with key decision makers and executive sponsors within the Customer’s Accounts Payable, Treasury, IT and Procurement Organizations and participate in Quarterly Business Review (QBR) meetings with the assigned internal SAP Executive Sponsors.
- Responsible for knowledge management, best practices and leading business commerce enablement strategies specific to the SAP Procurement value proposition.
- Assists customers with transformational change by facilitating and coordinating cross functional involvement with SAP procurement solutions consulting, services delivery and business commerce enablement teams as required
- Develop and implement account strategies and plans that further support existing account adoption and identify new business opportunities within assigned accounts.

**These plans should**:
- Track SLA performance and overall customer satisfaction
- Meet or exceed account-specific revenue and profitability goals for account portfolio including, but not limited to, renewals, subscription software expansion, and network revenue and transactional growth.
- Maintain a close working relationship with other regional and MU business teams (such as SAP and ISM AEs, Services Account Managers, AGS support personnel, GADs, MPs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
- Facilitate quarterly Account Reviews with Account team members to confirm ongoing customer account goals and strengthen relationships

**EXPERIENCE & ROLE REQUIREMENTS**

**Work Experience**:

- Excellent program and project management and complex customer / account management competencies
- Proven Leadership experience and innovative and Cloud mindset
- Proven experience with business process transformation and re-engineering disciplines
- Experience selling or delivering con

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