SAP Enterprise Customer Success Partner E-CSP - UK 

United Kingdom, England, London 

867421599

What you’ll do

By assuring a high level of customer value realization across the whole enterprise, the E-CSP helps ensure that the customer receives the maximum business value from their involvement with SAP and positively impacts SAP’s business performance by helping align all activities, secure renewals, reduce cancellations and enabling business expansion

• Build mutually beneficial senior level executive relationships as a strategic advisor for the customer’s full lifecycle with SAP
• Understand and support customer’s business strategy, objectives & goals and review 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.

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-sales 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

What you bring

• 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 - "business 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

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