SAP Customer Success Partner Advisor 

Romania 

113295146

What you'll do

Digital CSMs will be working in a shared service environment covering accounts in the Digital Segment and interacting in a proactive (direct reach out) and reactive (inbound/web) way.

• Customers can connect with one of many Digital CSMs via a shared email address, a work in process scheduling app or through the work in process ‘Customer Watch List’ as defined by internal stakeholders such as CSMs, support, product management, and/or consulting etc.
• Target New Customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes.
• Digital CSMs will adapt a standard onboarding PPT to the specific customer and review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future via generic email and/or app.

Respond to risk scenarios -

• Digital CSMs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices.
• Sharing SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1:n sharing sessions.
• Understand and deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal.
• Maintain customer interactions in Totango/Gainsight with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover. Document processes, create templates, and organize all content and team activities for transparency, team collaboration and effective onboarding of new Digital CSMs as the role expands.

Expanding responsibilities over time -

• Increase enablement, adoption and usage of solutions that drive value for the customer.
• Identify areas for improvement across the existing subscription as well as additional software to help solve problems Support/Drive successful renewals working with all existing support teams (Renewal Center)
• The Digital CSM needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes.
• The ability to influence teams reporting into the LOB but supporting the Virtual Engagement shared service will be key.

What you bring

• 4+ years industry experience in SAP Cloud Solutions or Other Cloud Products
• Experience working in one of the areas such as Sales / Pre-Sales / Post-Sales / Support
• Commercial experience including experience developing and executing account management plans
• Experience managing high volume customer engagements
• Proven ability to work with virtual/social tools to engage with customers
• Proven experience working with diverse sales, support and operations functional organizations – virtually/globally
• Record of building strong customer relationships (internal and external)
• Demonstrated ability to anticipate and solve problems
• Demonstrated ability to manage multiple tasks across functions
• Excellent listening, written and oral communication skills in English.

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