Enterprise Customer Success Partner

Enterprise Customer Success Partner (f/m/x)

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work.

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 Customer Value Journey.

The E-CSP is the primary 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 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 centres of experts and solution area Specialist Customer Success Partners to help leverage 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 but also positively impacts SAP’s business performance by helping align all activities, securing renewals, reducing 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 the lifetime of the 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.
- Develops, maintains, and actions Outcome Success Plan (OSP) at the 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).
- Supported by S-CSP, CSS Centers and SAP resources for deeper subject matter expertise.
- Monitors & drives customer consumption and usage of entitlements across the enterprise.
- Proactively addresses improvement opportunities identified via NPS or other means.
- Provides customer advocacy & feedback loop into appropriate SAP stakeholders.
- Manages the subscription services renewal & commercial processes at the 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 - "sales savvy".
- Demonstrated experience in driving results within a complex matrix organization.
- Demonstrated deep knowledge of how companies operate/business models, strategies and end-to-end business processes.
- Demonstrated skills and ability to evaluate current Customer operations in comparison to SAP and customer strategic objectives.
- Proven ability to identify specific Customer added value opportunities and progress them to successful customer outcomes.
- Proven expert verbal/non-verbal communication, relationship building and executive presence skills.
- Demonstrated experience in complex program management and/or client management.
- Proven ability to manage in highly complex organizations and apply risk-mitigation strategies to customer situations.
- Demonstrated ability to anticipate, mitigate and solve problems.
- Demonstrable exposure to multicultural scenarios/international work experience.
- Proven experience working in and around SAP cloud and on-premise software solutions, deep understanding of the characteristics, challenges and benefits of each.
- Demonstrable good understanding of how SAP customers deploy and support solutions.
- Deep expertise in one or more industries, specific strategic accounts is a plus.
- Experience with complex global transformation programs in a consulting or advisory capacity across the SAP product portfolio and partner network is a plus.
- Experience driving renewals, expansions and up-sells of subscription or perpetual license-based solutions is a plus.
- Alignment with product/solution management teams/organization a plus.
- Established relationships with SAP MU leadership, account teams and Industry teams is a plus.
- Willingness to travel.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

- Excellent C level Executive level Relationship & Trust Building.
- Expert governance and stakeholder management skills.
- Expert in Complex Account Management & Engagement.
- Expert in managing and driving results from virtual teams and matrix organization.
- Strong Business, Solution and Commercial understanding & Acumen.
- Strong Teamwork and Collaboration.
- Ability to manage through a crisis.
- Customer Centric & Value Based Mindset.
- Business outcome, value realization modelling, ROI experience.
- Conflict Management & Critical Problem Solving.
- Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in one or more business areas.
- Knowledge of Cloud & On-premise Market.
- Knowledge of Cloud & On-premise Delivery Models.

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