Enterprise Customer Success Partner Expert

Enterprise Customer Success Partner Expert

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 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.

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage a finite number of strategic customers at the enterprise level to drive mutual success across the Land, Adopt, Consume and Expand cycle. 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 and Cloud Success Services (CSS), including Partners. The E-CSP drives business outcomes and value realization by engaging as a trusted advisor.

KEY RESPONSIBILITIES AND ACTIVITIES:

• Acts as the single point of contact for post-sales success.
• Execute enterprise-level Relationship Assessments and coordinate Solution Areas Relationship Assessments.
• Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all Solution Areas.
• Drive cross-solution area adoption, entitlements and consumption and document business impact.
• Secure renewals in collaboration with the Commercial Center as well as with Sales for up/cross-sell opportunities.
• 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.

EXPERIENCE & ROLE REQUIREMENTS

• Experience driving customer value realization based on agreed business outcomes including driving renewals, expansions and up-sells of subscription or perpetual license-based solutions.
• Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives.
• Broad understanding of SAP solution portfolio and the business processes they enable.
• 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) as well as Cloud Market.
• +15 years of experience in customer engagement roles.
• Bachelor’s degree or equivalent required.
• Proficiency in English is required, Arabic is a plus.

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.

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.