SAP Specialist - Customer Success Partner S-CSP HCM Midwest 

United States, Illinois, Chicago 

400239085

The S-CSP HCM role is a specialist role within the Human Capital Management (HCM) domain. Its responsibility is to be the primary point of contact for our customers' HR stakeholders, including HR and IT organizations and stakeholders from multiple levels within our customers' organizations (from HR administrators and practitioners to the C-Suite). The S-CSP HCM role requires knowledge of SaaS and human resources practices.

WHAT YOU'LL DO:

S-CSPs enable their customers' long-term success through multiple account management avenues. These are some of the core account management practices utilized.

• Working with customers to develop their roadmaps to improve consumption and maximize the value of the customer's subscriptions
• Providing leading practice advice and guidance to customers for operating their SAP HCM cloud solutions
• Understanding customers' business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunities
• Developing and executing a proactive "customer first" renewal and expansion plan in conjunction with other internal SAP account team members
• Utilize commercial and business acumen for commercial queries, ensuring licensing compliance and optimized contractual opportunities
• Understanding and leveraging Customer Success services to drive maximum value to customers
• Planning and orchestration of Preferred Success Services to support customer value realization
• Coordinating and leading regular governance calls with customers, third-party partners, and SAP account team members
• Build trusted relationships with customers and internal teams through proactive engagement and by delivering consistent experiences
• Administrative accountabilities tied to measuring customer success metrics, account management, renewals, and system data hygiene
• Escalation and advocacy role for your assigned accounts to drive positive customer outcomes along with referencable brand ambassadors of SAP
• Special projects and workstream initiatives

WHAT YOU BRING:

• Strong commercial acumen that includes lead generation and renewal management
• 10+ years of experience managing customer engagements or other customer-facing experience is highly preferred
• A self‐starter with a tenacious spirit and the ability to stay organized while managing multiple priorities
• Problem solver with the capacity to work independently to solve challenges
• Strong oral and written communication skills with the ability to credibly present and communicate recommendations to senior leadership and decision-makers
• Experience in SAP SuccessFactors, other HCM SaaS products, or roles in HR or HRIT
• Experience developing account management plans andability to collaborate and navigate across a complex and matrixed organization
• Growth mindset with a positive attitude and openness to learning
• Technical aptitude preferred but not required
• Background managing and using tools that track and analyze customer behavior, realization, and utilization (Totango, Salesforce, etc.)

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Chicago