Customer Success Partner (CSP) - NA Emerging Team - Customer Experience (CX)

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

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. SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.

PURPOSE AND OBJECTIVES

The SAP Customer Experience suite is designed to offer businesses an integrated approach to delivering real-time experiences to customers across all digital channels. Customers will be able to exchange information, such as customer data, between a range of systems to produce a single view of the customer.

As the Customer Success Partner (CSP) for the SAP Customer Experience Solutions, you own and develop the customer relationship for a defined number of key customers in North America. You will enhance the customer outreach in a manner that ensures customer retention and high renewal rates. You will be required to plan and coordinate adoption and expansion activities by prioritizing and managing all business processes to ensure operational excellence. A strong focus on customer satisfaction will furthermore allow you to continuously grow your reference customer base.

The successful applicant realizes enhanced exposure & first-hand experience as a Customer Success Partner (CSP) within the Customer Experience (CX) Organization at SAP. The NA CSS CX Emerging Team CSP is responsible for the management of assigned Customer Experience (CX) customer accounts (approx. 20-25). Supporting our collective mission as CSPs to increase customer retention by driving production adoption & value realization, securing renewals, expanding the CX footprint through upsells/cross-sells and increasing the number of referenceable accounts (i.e. CLV).

EXPECTATIONS AND TASKS

• Manage a defined number of key clients to drive customer relationship and value
  • Engage client early to understand big picture, proactively position value and assist with execution
  • Own and manage interaction plans to ensure continuity and retention
  • Present status update on on-going, frequent basis
  • Maximize impact of cross functional resources & personally intervene when appropriate
  • Advocate on behalf of clients with Product Management, Development, Consulting and Support for critical product enhancements and issue resolution
• Identify upsell opportunities and engage with customer on assigned/required users versus licensed users
• Manage customer references in your portfolio to support and allow new sales opportunities
• Create and maintain a rolling five quarter view of portfolio
  • Analyze data on usage, surveys and all other forms of feedback to form comprehensive point of view on clients/territory
• Report on health & propensity to renew

Successful candidates are responsible for:

• Successful customer Renewals
• Demand Gen identification & support
• CLV methodology & growth, per assigned acct (i.e. Assisting customers in achieving 1 - 2 key adoption/utilization goals)
• Working with the customer(s) to join the Customer Reference program and helping to create assets in relation to their CX journey.
• Educating customers on business relevant resources such as the support portal, enable.cx, industry insights, key events etc.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Ability to organize, prioritize, complete activities and meet deadlines
• Capability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
• Strong oral and written communication skills with the ability to credibly present recommendations on senior levels in the organization; proven capability to adapt communication style to fit geographically diverse styles.
• Ability to understand the sales aspects of customer relationships leading to the net result of a customer willing to buy.
• Capability to acquire a thorough knowledge of our products and be able to communicate and demonstrate the value they provide.

Required skills

• Project and consulting experience in (SAP) on-premise and/or cloud implementations to guide customers and partners on project best practices
• Deep sense of accountability and ownership
• Fluent in English is a must, all other languages are a plus
• Ability to engage executives (internal and external)
• Capability to drive cross functional teams and programs
• Rapport building & conflict management skills

Preferred skills

• Aptitude for creative/innovative thinking and analysis
• Sales and solutions focus
• Proactive and responsive
• Forward thinking and Solution oriented
• Knowledge about SAP Customer Experience Suite products is a plus

Additional Notes

• Be a part of an exciting opportunity within this NA CSS SA Customer Experience (CX) growth space.
• Have the chance to make a direct & indirect impact with our NA Emerging customers via optimal coverage modeling & execution.
• Get direct experience as a sCSP - that can apply to other LoBs.
• Make a difference and help further improve this program so it continues to grow.

WORK EXPERIENCE

Ideally, you should bring with you 5-7 years of experience working with external clients (account management, sales or project experience) either within an SAP Cloud organization and/or industry based, or have gained an equivalent amount of experience in a customer facing role.

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: [email protected].

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 110,800-242,100 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 372058 | Work Area: Sales | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Limited Full Time | Additional Locations: Virtual - USA #LI-Hybrid

Requisition ID: 372058

Posted Date: May 1, 2023

Work Area: Sales

Career Status: Professional

Employment Type: Limited Full Time

Expected Travel: 0 - 30%

Location: