Virtual Customer Success Partner Advisor
SAP
São Leopoldo, BR
há 5 dias

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The 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 their 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.

Core Tasks :

  • 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
  • The focus of the Virtual Customer Success Partner (V-CSP) is to provide consistent, efficient and scalable coverage to customers who currently have no post-sale coverage from an E-CSP or an S-CSP.

    The V-CSP works remotely from global e-centers, leveraging a data driven approach to prioritize a 1 : 1 and 1 : many engagement with customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle.

    The Advisor will focus on the larger customers (ACV) within the segment

    The V-CSP helps customers achieve business outcomes by engaging as a trusted advisor to different buying center executive(s) for each stage of the customer’s transformation journey.

    Based on current best practices, the V-CSP is assigned to accounts with a 1 : 130 ratio. All customers outside of this ratio (low value customers) will receive a 100% automated engagement (Tech Touch) across the CLM lifecycle.

    The V-CSP Advisor helps customers achieve business outcomes by engaging as a trusted advisor to different buying center executive(s) for each stage of the customer’s transformation journey.

    The Advisor V-CSP serves as product generalists with a good overview of all cloud solution. They orchestrate the customer relationship across all SAP resources (leveraging the CEX Centers) and self-service tools.

    Key Responsibilities are :

    Customer Success :

    Supports the Achievement of CCB, and renewal rate goals by engaging with customer scale, obtaining success stories and tracking all activity in HPI / Totango

    Responsible for providing structured internal (VAT) / external stakeholder alignment & communication. Managing everything in Totango

    Orchestrates the onboarding process across new customers tracking implementation milestones and go live dates in Totango / HPI and fully leveraging sales handover information

    Drives regular check-ins in adoption phase to encourage usage. Pushes self service content and access to adoption hub content

    Engagement & Coordination :

    Primary post-sales customer executive point of contact for virtual segment. V-CSP Advisor focused on the larger customers in the segment.

    The advisor will focus on the larger ACV customers in the Digital Segment

    Consumption & Commercials :

    V-CSP effort on customer entitled services is non-billable, V-CSP has no sales / pipeline quota, V-CSP is customer health, go lives, consumption & revenue retention focused

    Works with the Customer Renewal Center (CRC) to Manage customer cloud renewals. Helps support Risk mitigation

    Captures and Shares Customer Success Stories - Provides candidates for customer references

    Experience & Language Requirements :

    Experience in the following areas :

    SaaS or Cloud Solutions experience a plus

    Managing customer engagements including commercial experience

    Multi-lingual a plus depending upon region

    Proficiency in Microsoft Office : Excel, PowerPoint, Word and Outlook

    good verbal and non-verbal communication skills

    good analytical skills

    Functional Expertise

    Experience working in and around cloud software solutions

    Experience in managing high volume customer engagements - and ability to prioritize daily / weekly activity

    Confidence & competence in using Virtual tools (video, outreach.io, digital content, social) for customer engagement

    Soft Skills

    Good relationship building skills & customer presence digitally (video, collaboration)

    Stakeholder management skills

    SAP-Specific Knowledge

    Broad understanding of SAP solutions portfolio and the business processes they enable

    Detailed understanding of navigating SAP’s support processes, Organization(s) and tools (e.g., Customer Engagement Workplace, Totango, CRM, functionality adoption reporting etc.)

    We build breakthroughs together

    SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

    We win with inclusion

    SAP’s 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, or disability.

    Successful candidates might be required to undergo a background verification with an external vendor.

    Requisition ID : 347688 Work Area : Sales Expected Travel : 0 - 10% Career Status : Professional Employment Type : Regular Full Time Additional Locations : #LI-Hybrid.

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