Customer Success Partner Expert - SAP Business Technology Platform (BTP)

Customer Success Partner Expert - SAP Business Technology Platform (BTP)

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 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.

The Business Technology Platform (BTP) Customer Success Partner (CSP) will proactively engage with an assigned portfolio of customers to drive customers to leverage BTP as the platform-of-choice for integration, extension, innovation, AI, and analytics scenarios.

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’s Intelligent Enterprise strategy.

Core Tasks:

• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions.
• Build trusted relationships with customers to support value-based consumption focused activities.
• Monitor SLA performance and maintain a 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 Maturity Assessments and Success Plans.
• Act as primary point of escalation for customer account issues.
• Contribute to the library of success plays and best practices to further grow SAP's ability to drive customer success.
• Identify opportunities at customer sites to grow SAP footprint through expansion of licenses or services.

Accountability:

• Manage expertise ensuring business-critical & innovative results.
• Responsible for delivery of outcomes of complex and innovative functional issues integrating client needs, strategic business goals, and financial objectives.
• Involved in directing the implementation and execution of functional business plans integrating functional and financial objectives.
• Make functional decisions and recommendations of a broad nature.
• May include team lead or supervisory responsibilities.

Complexity:

• Share in-depth knowledge and experience with the direct team to enable decision-making and provide innovative solutions to complex business issues.
• Work on complex technical projects or business issues requiring strong technical knowledge.

Experience:

• Deep professional experience in several areas.
• Strong technical skills.
• Broad knowledge of all areas within a particular corporate sub-function or a function within the division.
• PMI, Six Sigma, TOGAF, or equivalent certification are a plus.

Communication:

• Represent the company externally on specific subject matters.
• Find common ground for functional cooperation.
• Communicate clear functional requirements and targets.
• Communicate messages related to area of expertise in a timely manner and with constructive feedback to colleagues & managers.
• Proficient English communication - Spanish is a plus.

Key Responsibilities & Tasks:

• Proactively 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.
• Embrace the big picture, deliver expertise with digital transformation, and instruct on technical and business architectures.
• Act as the primary SAP BTP strategic point of contact and orchestrate success resources across SAP and customers customized to the client’s needs.
• Understand your customer’s technical needs and drive 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.
• Be the 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.
• Enable other team members through knowledge sharing and drive team success at scale.
• BTP-CSP Expert may also be assigned to fulfill a larger, more complex customer’s premium subscription service.

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.

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. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.

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.

Requisition ID: 416815 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.