at SAP in Chicago, Illinois, United States
Job Description
We help the world run better
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. How? 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. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
Location: This position can be based anywhere in the United States, in the proximity of an SAP offlice location.
PURPOSE AND OBJECTIVES:
TheS/4HANA Public Enterprise Customer Success Partner (E-CSP) has post-sales S/4HANA Public product responsibility for the daily management of assigned SAP S/4HANA Public accounts, including account management strategies, engagement, and expansion plans in close collaboration with the VAT team to ensure growth and retention of these customers through adoption and continuous consumption of the product. The focus of this position is twofold.
The first focus is to get the customers to go live in alignment with the SAP-preferred methodologies, keeping the customer, sell partner, implementation partner, and SAP on track. This involves ensuring the customer has a cloud mindset, follows fit-to-standard, and drives organizational change management to achieve a true public cloud environment.
The second focus is to increase customer value realization by driving further adoption of functions and features, increasing usage, increasing scope, meet and exceeding customer business outcome goals and timelines. The E-CSP is part of a dedicated team with the ultimate goal of making SAP the #1 S/4HANA Public provider by far. The E-CSP works closely with all internal cross-functional S/4HANA Public stakeholders like the account team, sales, services, product development, solution management, deal desk, ecosystem partners, and North American and global leadership invested in S/4HANA Public. You will be contributing to a high-paced, high-performance team that will showcase results quickly.
EXPECTATIONS AND TASKS:
+ Develop, implement, and execute account go-live strategies that stick close to SAP-preferred methodologies and drive for the fastest possible time to value aligned with initial customer business outcomes.
+ Support customers with their upgrade cycles by ensuring a cloud mindset, methodologies, and user enablement.
+ Plan for and deliver together with the ASC center functions our Preferred Success offerings to further extend process optimization and increase customer business outcomes.
+ Establish account governance and build strong relationships with the customer C-suite, Executive sponsor, program leader, CoE leader, and business stakeholders . [KM1]
+ Build strong relationships with the Partner implementation teams to ensure a smooth customer implementation according to SAP-preferred methodologies.
+ Build and execute or govern a world-class outcome success plan to meet customer objectives, create account stability, and create alignment with SAP delivery teams
+ Facilitate quarterly account reviews with customers and account team members to confirm ongoing account objectives, share progress, challenges, and opportunities, and strengthen relationships (inclusive of relationship assessments).
+ Once live, continuous drive for increased value realization by optimizing customer processes, increased usage, further adoption of function/feature, or increased scope.
+ Deliver customer success with the objective of making each customer an official SAP reference, renewing and expanding the SAP footprint in each account.
+ Works regularly at customer site(s) to expand relationships, Understands whats happening on the ground, and influences stakeholders and users where required.
+ Develops and maintains customer program reporting to communicate progress and to help govern the relationship with customers, partners, C-Suite, and SAP executive sponsors.
+ Assists customers with transformational change by facilitating and coordinating cross-functional involvement with solutions consulting and services delivery.
These plans should include:
+ Ensure rapid adoption and enablement of solutions that drive value for the customer.
+ Increase the customers usage of their contracted cloud applications up to and beyond the entitlements that they have.
+ Drive customer satisfaction.
+ Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and revenue growth.
+ Maintain a close working relationship with other regional business teams (e.g. Cloud LoB AEs, GADs, IAEs, Cloud LoB S-CSPs, E-CSPs, Services Sales, support personnel, and other customer-facing team members) in support of global customers and corporate functions necessary to support all assigned accounts.
+ Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecastingof the renewal and growth opportunities.
This posting is dedicated to Value Realization persona.
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:
+ Bachelor equivalent
+ Multilingual depending upon the scope of customers (English, Spanish, and/or French)
+ Proficiency in MS Office: Excel, PowerPoint, Word, and Outlook
WORK EXPERIENCE:
+ 5 years of experience in the following areas:
+ Advanced S/4HANA Cloud, Public Edition experience & knowledge (product & methodologies) or alike ERP solutions from other vendors.
+ Preferably experienced with, and knowledgeable about ECC, S/4HANA on-premise, and other ERP solutions.
+ Either have ERP consultancy, pre-sales, sales, or post-sales experience
+ Customer Success experience at SAP or elsewhere
+ Excellent program and/or project management competencies.
+ Proven leadership experience and innovative mindset.
+ Customer value realization process and execution of delivery.
+ Customer Success mindset across the business.
+ Operational experience with complex customer engagements.
+ Commercial experience including experience developing account management plans and contract negotiation.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion
SAPs culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment
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