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SAP Enterprise Customer Success Partner 
Belgium, Flemish Brabant 
122976031

04.07.2024

THE ROLE

The E-CSP role helps

KEY OBJECTIVES & ACCOUNTABILITIES

  • 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
  • Executes enterprise level Relationship Assessments.
  • 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
  • Knowledge of Cloud & On premise Market
  • Knowledge of Cloud & On premise Delivery Models