SAP Concur, Customer Success Partner Senior Advisor (Canada)

SAP Concur, Customer Success Partner Senior Advisor (Canada)

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. 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.

Candidate(s) will be required to work 3 days a week in an SAP Canada office/client site as per our Pledge to Flex return to office policy.

Role Purpose: As a Customer Success Partner, you will act as a trusted advisor to SAP customers, focusing on delivering solution area expertise and maximizing customer lifetime value. You will ensure customer success by driving adoption and consumption of SAP solutions, managing renewals, mitigating churn, and identifying expansion opportunities.

Key Responsibilities:

• Customer Relationship Management: Build deep, trusted relationships with customer executives and key stakeholders. Act as a primary point of contact, guiding customers through the entire lifecycle from adoption to renewal.
• Customer Success Management: Develop and execute customer success strategies, ensuring value realization, adoption, and consumption of SAP solutions to drive business outcomes and renewals.
• Renewal & Revenue Optimization: Drive customer renewals, expansions, and upsell opportunities for SAP solutions, ensuring profitability and alignment with business objectives.
• Account Strategy & Governance: Implement and oversee account strategies, including consumption plans, outcome success plans, and value-based adoption strategies.
• Churn Mitigation & Crisis Management: Manage through customer crises and de-escalate situations.
• Collaboration & Stakeholder Engagement: Collaborate with internal SAP teams and external stakeholders to deliver a seamless customer experience.
• Identify Expansion & Upsell Opportunities: Use customer data and consumption insights to identify opportunities for cross-sell, upsell, or expansion of SAP solutions and services.
• Performance Tracking & Reporting: Utilize data and tools to monitor SLA performance, adoption metrics, and consumption patterns.
• Leadership & Influence: Provide expert guidance on best practices and contribute to SAP’s library of success plays.

Skills & Qualifications:

• 5+ years of relevant work experience.
• Executive Presence & Relationship Building: Proven ability to build and sustain relationships with senior customer executives.
• Problem-Solving & Risk Mitigation: Ability to address complex customer challenges.
• Strategic Account Management: Expertise in developing long-term customer strategies.
• Communication & Influencing: Strong verbal and non-verbal communication skills.
• Technical Understanding: Some technical expertise in SAP solutions.
• Business Acumen: Advanced understanding of customer business models.
• Experience & Education: Several years of experience in customer success management, account governance, or a similar role, with a focus on SaaS or cloud software solutions. A bachelor’s degree or equivalent is required.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Renewal and retention rates
• Upsell and expansion revenue
• Adoption and consumption metrics
• Customer risk identification and mitigation success

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion and flexible working models help ensure that everyone 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, sexual orientation, gender identity or expression, protected veteran status, or disability.

SAP believes the value of pay transparency contributes towards an honest and supportive culture. The targeted combined range for this position is 118,100 - 255,300 CAD.

Due to the nature of the role, functional proficiency in English is required for positions based in Quebec.

Requisition ID: 417332 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid