SAP Enterprise Customer Success Partner - West 

United States, California 

581979511

ROLE INFORMATION

· Proactively drive mutual success across the CVJ engagement model, encompassing key milestones from discovery, select, adoption, derive, to extend.

· Execute enterprise-level Relationship Assessments (RA) and coordinate LoB Relationship Assessments

· Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBs

· Drive cross-LoB adoption, entitlements consumption and document business impact

· Secure renewals in collaboration with the Commercial Center as well with Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion

· Collaborate with sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion

· Proactively address improvement opportunities identified via NPS

· Remain knowledgeable on customer industry, strategy and market conditions

· Assist with escalations and management of critical situations

· Develops deep relationships with key Customer decision makers and executive sponsors and leads quarterly review meetings.

· Assists customers with transformational change by facilitating and coordinating cross functional involvement with solutions consulting and services delivery.

EXPERIENCE & ROLE REQUIREMENTS

· Experience driving customer value realization based on agreed business outcomes including driving renewals, expansions and up-sells

· Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud value proposition.

· Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives

· Broad understanding of SAP solution portfolio and the business processes they enable

· 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

· Experience consulting on complex global transformation programs and applying risk-mitigation strategies

· Bachelor’s degree or equivalent required

· Ability to travel up to 30%, as needed

San Jose
Palo Alto