Enterprise Customer Success Partner Emea North
il y a 4 jours
**What we offer**
**THE ROLE**
The Enterprise Customer Success Partner (E-CSP) is a senior role that proactively and continuously engages with a finite number of strategic customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle.
The E-CSP is the primary post sale contact point in some of our most strategic accounts. They provide “One Face” to orchestrate a unified engagement between the whole customer enterprise and SAP to help align and focus all mutual activities on maximizing customer Business Value.
With the enterprise wide focus they help increase efficiency and productivity of both SAP and customer internal teams and help ensure all activity is focused on accelerating and balancing overall value realization activities across the whole of the SAP related environment.
The E-CSP helps customers achieve business outcomes by engaging as a trusted strategic customer advisor: assuring the promise of the intelligent enterprise with the customer’s most senior executives; engaging with each SAP Solution Area leader to align the right SAP expert with each stage of the customer’s transformation.
The E-CSP role helps provide a single strategic point of contact to help simplify the engagement by aligning and integrating activities across the Solution Areas. to maximize holistic business outcomes. They provide the customer and SAP with clear visibility and governance across the whole of the SAP engagement to help effective decision making and prioritization of activities for mutual benefit.
The E-CSP is supported by a virtual team of multiple CSS (Cloud Success Services) life-cycle relevant centres of experts and solution area Specialist Customer Success Partners to help lever SAP wide global experience and expertise to reduce customer risk and accelerate & maximize overall value.
The E-CSP has overall accountability for assuring the continuity of the customer’s subscription and maintenance-based solutions and maximizing their usage and realized value.
By assuring a high level of customer value realization across the whole enterprise, the E-CSP helps ensure not only that the customer receives the maximum business value from their involvement with SAP and also positively impacts SAP’s business performance by helping align all activities, secure renewals, reduce cancellations and enabling business expansion
**KEY OBJECTIVES & ACCOUNTABILITIES**
- Build mutually beneficial senior level executive relationships as a strategic advisor for life
- Understand and support customer’s business strategy, objectives & goals, reviews business cases, to ensure maximum value realization.
- Proactively demonstrate ways that SAP can help the customer in the context of their industry, business strategy, market conditions/climate, and strategic objectives.
- Ensure continuity, reference-ability & satisfaction in the subscription services and proactively look for ways that SAP can add incremental business value for the customer.
**MAJOR ACTIVITIES**
- Primary post-sales customer executive point of contact, establishes and maintains enterprise level engagement governance across customer and SAP
- Proactive engagement with customers for lifetime of relationship with SAP
- Builds senior and mid level executive relationships to drive value realizations
- Conducts regular customer success/ business reviews with the customer executives to assess and deliver deeper customer value
- Executes enterprise level Relationship Assessments.
- Develops, maintains, and actions Outcome Success Plan (OSP) at enterprise level
- Responsible for structured internal (VAT) / external stakeholder alignment & communication
- Monitors & aligns all Solution Area Customer Success and Premium Service delivery
- Assures purposeful engagement of post-sale SAP & Partner (e.g. implementation partner)
- Monitors & drives customer consumption and usage of entitlements across enterprise
- Proactively addresses improvement opportunities identified via NPS or other means
- Provides customer advocacy & provides a feedback loop into appropriate SAP stakeholders
- Manages the subscription services renewal & commercial processes at enterprise level
- Identifies upsell/cross sell opportunities and cooperates with sales to pursue
- Aligns at the SAP market unit and regional level to ensure strong local customer support
**WORK EXPERIENCE**:
- At least 10 years senior level experience in a customer facing engagement in complex business software / IT solutions & organizations
- Strong customer success focus with empathy for customer and ability to earn trusted strategic advisor status
- Demonstrated experience and expertise providing executive level sponsorship & relationships at senior most levels in customer accounts
- Demonstrated success in dealing with difficult customer situations, discussing complex and often sensitive issues with customer executives
- Demonstrated strong business and commercial acumen and experience -
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