Build mutually beneficial senior level executive relationships as a strategic advisor for life
Understand and support customer’s business strategy, objectives & goals, reviews business cases, to ensure maximum value realization.
Proactively demonstrate ways that SAP can help the customer in the context of their industry, business strategy, market conditions/climate, and strategic objectives.
Ensure continuity, reference-ability & satisfaction in the subscription services and proactively look for ways that SAP can add incremental business value for the customer.
MAJOR ACTIVITIES
Primary post-sales customer executive point of contact, establishes and maintains enterprise level engagement governance across customer and SAP
Proactive engagement with customers for lifetime of relationship with SAP
Builds senior and mid level executive relationships to drive value realizations
Conducts regular customer success/ business reviews with the customer executives to assess and deliver deeper customer value
Develops, maintains, and actions Outcome Success Plan (OSP) at enterprise level
Responsible for structured internal (VAT) / external stakeholder alignment & communication
Monitors & aligns all Solution Area Customer Success and Premium Service delivery
Assures purposeful engagement of post-sale SAP & Partner (e.g. implementation partner)
Supported by S-CSP, CSS Centers and SAP resources for deeper subject matter expertise
Monitors & drives customer consumption and usage of entitlements across enterprise
Proactively addresses improvement opportunities identified via NPS or other means
Provides customer advocacy & provides a feedback loop into appropriate SAP stakeholders
Manages the subscription services renewal & commercial processes at enterprise level
Identifies upsell/cross sell opportunities and cooperates with sales to pursue
Aligns at the SAP market unit and regional level to ensure strong local customer support
WORK EXPERIENCE:
At least 10 years senior level experience in a customer facing engagement in complex business software / IT solutions & organizations
Strong customer success focus with empathy for customer and ability to earn trusted strategic advisor status
Demonstrated experience and expertise providing executive level sponsorship & relationships at senior most levels in customer accounts
Demonstrated success in dealing with difficult customer situations, discussing complex and often sensitive issues with customer executives
Demonstrated strong business and commercial acumen and experience - "sales savvy"
Demonstrated experience in driving results within a complex matrix organization
Demonstrated deep knowledge of how companies operate / business models, strategies and end-to-end business processes
Demonstrated skills and ability to evaluate current Customer operations in comparison to SAP and customer strategic objectives
Proven ability to identify specific Customer added value opportunities and progress them to successful customer outcomes
Proven expert verbal/non-verbal communication, relationship building and executive presence skills
Demonstrated experience in complex program management and/or client management
Proven ability to manage in highly complex organizations and apply risk-mitigation strategies to customer situations
Demonstrated ability to anticipate, mitigate and solve problems
Demonstrable exposure to multicultural scenarios / international work experience
Proven experience working in and around SAP cloud and on-premise software solutions, deep understanding of the characteristics, challenges and benefits of each
Demonstrable good understanding of how SAP customers deploy and support solutions
Deep expertise in one or more industries, specific strategic accounts is a plus
Experience with complex global transformation programs in a consulting or advisory capacity across the SAP product portfolio and partner network is a plus
Experience driving renewals, expansions and up-sells of subscription or perpetual license-based solutions is a plus
Alignment with product / solution management teams / organization a plus
Established relationships with SAP MU leadership, account teams and Industry teams is a plus
Willingness to travel
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:
Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
Bachelor equivalent: Yes. MBA Preferred
Excellent verbal and non verbal communication skills
Excellent C level Executive level Relationship & Trust Building
Expert governance and stakeholder management skills
Expert in Complex Account Management & Engagement
Expert in managing and driving results from virtual teams and matrix organisation
Strong Business, Solution and Commercial understanding & Acumen
Strong Teamwork and Collaboration
Ability to manage through a crisis
Innovative Thinking
Customer Centric & Value Based Mindset
Business outcome, value realization modelling, ROI experience
Quality Focus & Results-Driven
Self-Development
Intercultural Sensitivity
Conflict Management & Critical Problem Solving
Change Management Methods
Customer Lifecycle Management
Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in one or more business areas