Customer Success Partner
Customer Success Partner engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of purchased solutions & success service entitlements. The Customer Success Partner is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Partner drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.
- Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance
- Build trusted relationships with customers in order to support value-based consumption focused activities
- Monitors SLA performance and maintain high level of customer satisfaction
- Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
- Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
- Act as primary point of escalation for customers account issues
- Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
- Identify opportunities at customer to grow SAP footprint through expansion of licenses or services
Career Level Description
Accountability
- responsible for delivery of outcome of assigned projects or areas of responsibility
- internally recognized senior on complex technical and business matters
- works on large, complex activities, using demonstrated creativity and expertise and applying specialist professional knowledge to deliver high quality results / technical solutions
- collaborates in devising long-term concepts
- may include team lead or supervisory responsibilities
Complexity
- contributes independently, resolves complex issues in own specialist area (e.g. cross-functional or cross-country projects)
- works independently on topics while setting priorities having sole responsibility
- provides regular project status and updates
- decisions/solutions can enhance essentially current and future design and strategy
- enhance complex systems & processes
Experience
- advanced technical or business skills and special knowledge in one / several areas
- individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations
- typically several years experience with increasing amount of responsibility
Communication
- builds and maintains partnerships with internal and external customers and partners
- contributes actively to build common ground for cooperation
- communicates clear and conveying processes & policies in a way that others can understand
- communicates relevant messages in a timely manner and with constructive feedback to cross functional colleagues & managers
Key Responsibilities & Tasks
The Business Technology Platform (BTP) Customer Success Partner (CSP) will proactively engage with an assigned portfolio of customers with the goal of driving customers to leverage BTP as the platform-of-choice for integration, extension, innovation and analysis scenarios of the Intelligent Enterprise.
The BTP CSP will be responsible for developing relationships with technical decision makers to ensure that SAP customers consumption of the BTP Cloud services grows in alignment with SAP (Intelligent Enterprise) strategy.
The BTP CSP can also engage customers to activate their initial adoption, promote retention and loyalty.
- Partner with customers to sustainably increase consumption of SAP Business Technology Platform (BTP) services, and coordinate activities with the Account Team by building out a joint outcome based plan, and drive a mutual understanding of IT-Architecture and business value.
- Understand the big picture, deliver expertise with digital transformation, and advise on technical and business architectures.
- The primary SAP BTP strategic point of contact and will orchestrate success resources across SAP and customers leveraging assets of the SAP BTP engagement model.
- Analyze your customer’s technical needs and execute consumption plans for your assigned customers.
- Provide recommendations and prepare the customer to make the best use of the solution, in alignment with SAP strategy and roadmap.
- A voice of the customer to internal SAP stakeholders.
- Work with colleagues from a broad variety of groups such as Cloud Success Services life-cycle relevant centers of experts, Account Teams, Pre-sales, Product Management groups, Support, Services, Partners, etc.
- BTP-CSP Senior Advisor may also be assigned to fulfill a customer’s premium subscription services.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
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