SAP Enterprise Customer Success Partner Manager-South Korea 

South Korea, Seoul 

443996145

What you’ll do

The focus of Enterprise Customer Success Partner Manager is to drive customer success within a geographic region or strategic industry, working cross-functionally across the commercial organization (Sales, Support, Product Management, Education, and Services Delivery) to insure the adoption of our cross-LOB, and/or Cloud ERP services. This individual leads a team of ECSPs by region to implement, expand and scale business operations to:

• Deliver on Current Cloud Backlog growth achievement KPI by teaming across functions on specific New & Upsell license ACV growth, churn prevention, and early renewals or replacements.
• Expand solution adoption and utilization as measured by the user base and orders, including RISE
• Improve customer retention and reference-ability by delivering region or industry target rates for Contract Renewal
• Support regional business development initiatives, working with Sales, Marketing, Eco Systems teams to expand market and customer awareness of related Cloud ERP Services.
• Deliver against the Deployed ACV KPI for the assigned region or industry by assessing highest impact and working with ECSPs, Solution Area leaders, and Sales VPs to increase consumption of key SAP solutions.
• Assess customer fit and deliver against the Cloud Offerings KPIs of Preferred Success, MaxAttention, Cloud Application Services (CAS), and Design Success to increase consumption of key SAP solutions.
• Partner with the regional leadership across CSS, Sales, Delivery, and Product & Innovation teams to drive customer adoption, customer satisfaction, and expansion across all Cloud ERP customers in line with our Customer Transformation Journey & V2V model.
• Maintain executive-level contact with top Customers and lead/ manage thought leadership mechanisms with targeted customers
• Provide operational oversight into Account Management, including Customer Reviews, Solution Renewals/Expansions, and Customer Success programs
• Work with your team and peers to analyze customer business and market trends to develop customized engagement strategies
• Maximize the targeted customer’s use of SAP Cloud ERP and RISE
• Establish regional level operating goals and forecast against these goals
• Provide feedback to your leadership regarding performance, product development needs, evolving strategy, and market and regional conditions affecting the business.
• Assess the performance of the region to establish internal strengths and weaknesses, providing recommendations on the development of people, reengineering of business processes, alignment of technologies to suit developing business and customer needs, and realignment of strategy to achieve regional targets.
• Demonstrate broad and deep knowledge of Cloud ERP solutions and RISE
• Manage direct reports and support professional development

What you bring

• • Experience with Customer Transformation Journey and V2V, especially in the post-sales commercial environment
  • Deep knowledge of Renewals Management Business (incl. key processes around Forecasting, Contracting, etc.)
  • Strong knowledge of Cloud ERP Portfolio including RISE
  • Proven ability to identify specific customer opportunities and convert them into Customer strategic plans
  • Proven leadership and management skills
  • Demonstrated experience in managing highly complex situations (incl. escalations), internally and with customers
  • Business knowledge of the SaaS markets, including deep knowledge of SAPs offerings in market today. Competitive knowledge of SaaS solutions
  • Experience in program management and client management
  • Willingness to travel
  • University degree, MBA will be an asset
  • Experience in a complex matrix organization
  • Experience with cloud solutions
  • 10+ years of overall work experience, specifically in the areas of:
    • People Management
    • Account Management
    • ERP and Cloud solutions
    • Organizational Matrix management (support, education, consulting, product management, etc.)

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