SAP Customer Success Partner Senior Advisor 

Philippines, Maypajo 

121436247

• Acts as the central point of contact for CLTV success.
• Validates accuracy of customer commitments and in partnership with ECS, safeguards provisioning access in the case of PCE
• Simplifies and coordinates post-sales customer success activities, making the customers’ experience productive and focused.
• Aligns with the regions and market units to ensure strong local customer support, supported by CSS Success Centers.
• Introduces and Orchestrates Vision to Value (V2V) Methodology
• Executes enterprise-level Relationship Assessments.
• Develops, maintains, and executes enterprise-level Outcome Success Plans (OSP) inclusive of all Solution Areas.
• Drives cross-solution area adoption, entitlements and consumption and documents business impact.
• Proactively address improvement opportunities identified via NPS.
• Remains knowledgeable on customer industry, strategy and market conditions.
• Assists with escalations and management of critical situations.
• Introduces and participates in/or orchestrates Adoption Framework(s).
• Introduces and orchestrates Enterprise Support or Enterprise Support Cloud Edition (if contracted).
• Introduces and orchestrates Preferred Success (if contracted).
• Supports Account Planning, leads internal Governance across key stakeholders
• Supports renewal execution across all Solution Areas
EXPERIENCE & ROLE REQUIREMENTS
• Experience driving customer value realization based on agreed business outcomes including driving renewals (Cloud and/or Maintenance related), expansions and up-sells of subscription or perpetual license-based solutions)
• 6-8+ years’ experience (senior specialist) in the following areas Sales, Pre-Sales, Services or Solution/Product Management
• Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives
• Broad understanding of SAP solution portfolio (in particular RISE) and the end-to-end business processes they enable, including a rough understanding of architecture
• Business outcome, value realization modelling, ROI experience
• 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)
• Experience driving renewals, expansions and supporting up-sells of subscription or perpetual license-based solutions
• Experience in project management in global transformation projects, applying risk-mitigation strategies, and setting up governance models
• Good understanding of cloud and on-premise solution/landscape is an advantage
• Ability to orchestrate across on-premise, maintenance and cloud solutions is a plus

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