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.
SUMMARY & ROLE INFORMATION
The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of assigned customers to drive mutual success across the Customer Value Journey (CVJ).This role will focus on customers who have made an investment into SAP with S/4HANA Private Cloud along with additional cloud solutions across other customer buying centers. The objective of the E-CSP is to maximize the value that customers and SAP receive through the adoption and optimal consumption of their entitled solutions. The role, by design, is cross-functional and will align with leadership across Cloud Success Services (CSS), Partners, and Market Units.
RISE with S/4HANA Private Cloud Edition is designed to provide innovation, flexibility, and cloud-like values while allowing on-premise customers to retain their existing ERP or S/4HANA investments by converting their current system(s) to the cloud. This subscription model delivers customers a modern, Cloud-based architecture hosted in SAP or Hyperscaler data centers.The E-CSP will be vital to ensuring the success of our RISE customers.
The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact via orchestrating resources across the product portfolio, Cloud Success Services, Partners, and Market Units. The E-CSP drives business outcomes by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with the line of business leaders to align the right SAP expert with each stage of the customers transformation. The E-CSP aligns with the regions and market units to ensure strong local customer support, supported by CSS centers of experts. The E-CSP is responsible for assuring the continuity of the customers subscription and maintenance-based solutions and maximizing their usage. By assuring a high level of customer value realization, the E-CSP will positively impact SAPs business performance, securing renewals, collaborating with sales for up/cross-sell opportunities, safeguarding recurring revenue, and enabling business expansion. Specific activities include:
+ Execute enterprise-level Relationship Assessments and coordinate LoB Relationship Assessments
+ Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBs.
+ Drive cross-LoB adoption, entitlements consumption, and document business impact.
+ Secure renewals in collaboration with the Commercial Center as well as Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion.
+ Collaborate with sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion.
+ Proactively address improvement opportunities identified via NPS.
+ Remain knowledgeable on customer industry, strategy, and market conditions.
+ Assist with escalations and management of critical situations.
+ Develops deep relationships with key customer decision-makers and executive sponsors and leads quarterly review meetings.
+ Assists customers with transformational change by facilitating and coordinating cross-functional involvement with solutions consulting and services delivery.
EXPERIENCE & ROLE REQUIREMENTS
+ Experience driving customer value realization based on agreed businessoutcomes including driving renewals (Cloud, Maintenance, and other opportunities), expansions, and up-sells of subscription or perpetual license-based solutions)
+ Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud value proposition.
+ Demonstrated success in navigating difficult customer situations and discussing sensitive issues with executives.
+ Broad understanding of SAP solution portfolio and the business processes they enable.
+ Business outcome, value realization modeling, ROI experience
+ Expert governance and stakeholder management skills
+ Expert verbal/non-verbal communication, relationship building, and executive presence skills.
+ Knowledge of SAAS and IAAS processes (e.g., provisioning, onboarding, customer support)
+ Experience driving renewals, and expansions, and supporting up-sells of subscription or perpetual license-based solutions.
+ Experience consulting on complex global transformation programs and applying risk-mitigation strategies.
+ A good understanding of cloud and on-premise solution/landscape is an advantage
+ The ability to orchestrate across on-premise, maintenance, and cloud solutions is a plus
+ Bachelors degree or equivalent required
+ Ability to travel up to 30%, as needed.
Our vision is to drive world-class customer experience and business outcomes. We achieve this by passionately championing the success of our customers by inspiring and empowering people to lead, orchestrate, and deliver sustainable customer value.
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 Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status,
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