Customer Success Partner Expert

il y a 3 semaines

Machelen, Belgique SAP Temps plein

**We help the world run better**

**Location: Belgium**

**Customer Success Partner CX**

**Key Responsibilities & Tasks**

The Specialist Customer Success Partner (S-CSP) - Expert proactively engages with an assigned portfolio of larger, more complex customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle. The S-CSP expert helps larger, more complex customers achieve business outcomes by engaging as a trusted advisor to the customer’s more senior executives within a customer’s buying center and aligning with the right customer LoB senior executive(s) for each stage of the customer’s transformation.

By driving a high level of customer value realization, the S-CSP Expert will be securing renewals, reducing cancellations and enabling business to expand and as a consequence positively impacts SAP’s business performance. The S-CSP Expert has overall responsibility for assuring the continuity of the customer’s cloud subscription-based solutions and maximizing their usage at the product level. They will coordinate internally multiple stakeholders within the CE&X Centers to ensure an excellent customer experience.

In addition, they will need to provide strong LoB expertise (Customer Experience) regarding transformation, business process, and value realization to these larger more complex customers.

The main areas of responsibility are:
1. Customer Success:
> Accountable and responsible for customer’s success with SAP cloud subscription solutions with a given Domain or scope of assignment. Engages primarily with senior executives of larger more complex companies
> Executes LoB/Buying Center level Relationship Assessments and provides implementation guidance and ensure implementation success (activation)
> Develops, maintains, and actions buying center or LoB-level Outcome Success Plan (OSP) and conducts regular customer success/ business reviews to assess and deliver deeper customer value, i.e. to drive customer consumption and usage of all entitlements within the LoB / buying center
> Stays knowledgeable on customer’s industry, business strategy, LoB strategy, market conditions/climate, as well as LoB(s).

2. Engagement & Coordination:
> Primary post-sales customer senior executive point of contact at the buying center / LoB solution level, establishes close relationship governance
> Orchestrates success resources across SAP to accomplish customer's desired outcomes. (incl Partner if applicable)
> Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders
> Aligns at the MU level to ensure strong local customer support coordination

3. Consumption & Commercials:
> Monitors and drives LoB(s) adoption / consumption and documents business impact
> Identifies and mitigates risks to current and future reoccurring revenue
> Manages customer cloud and premium subscription (if applicable) renewals and other commercial events and works with the Customer Renewal Center (CRC) to Manage customer cloud renewals
> Maintains close alignment with sales and discovers and communicates upsell/ cross-sell opportunities
> Assures customer is referenceable and facilitates reference process

**Experience & Educational Requirements**

Experience & Language Requirements: French or Flemish/Dutch

Account Management
+5 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
Proven ability in driving renewals, expansions and up-sells of subscription, able to identify new opportunities for customer to leverage new or expanded SAP solutions
Deep knowledge of how SAP operates and drives “Land, Adopt, Consume & Expand”

Functional Expertise
Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits
Experience with complex global transformation programs in a consulting or advisory capacity across a buying center portfolio and partner network

Soft Skills
Excellent executive presence & strong relationship building skills
Excellent verbal and non-verbal communication skills
Expert governance and stakeholder management skills

SAP-Specific Knowledge
Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in assigned buying center and its underlying LoBs.
Significant experience in business software, Bachelor’s degree or equivalent required

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