SAP CX Senior Customer Success Partner BeNeLux 

Saudi Arabia, Eastern Province, Al Khubar 

94915378

About the role

The S-CSM is the customer’s trusted advisor and principal advocate into SAP. A S-CSM partners with their customers throughout the different phases of their transformation journey

• Primary post-sales customer executive point of contact at Solution Area level, establishes and maintains engagement governance.
• Assuring the continuity of the customer's cloud subscription based solutions and maximizing their usage at the product level.
• Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders.
• Conducts regular customer success/business reviews with the customer executives to assess and deliver deeper customer value realization.
• Executes Solution Area level Relationship Assessments.
• Documents and supports customer’s LoB level business strategy, objectives and goals, reviews business cases, facilitates value realization.
• Develops, maintains, and actions Solution Area Outcome Success Plan (OSP).
• Orchestrates customer success and Premium Service delivery.
• Creating and agreeing on a customer roadmap to improve product adoption and maximising the perceived value of the customer’s subscription.
• Providing leading practice advice to their customers, leveraging their knowledge of enabling cloud technology, embedding governance, and managing sustainable change.
• Developing a proactive ‘customer first’ renewal and expansion plan to secure long term customer retention whilst partnering with internal SAP teams to streamline the customer experience.
• Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.
• Act as primary escalation point for cloud solutions for those accounts within their portfolio.

Work Experience and Qualifications

Proven experience in the following areas:

• Experience in managing customer life cycle either with SAP customers, partners or consulting organisations.
• Experience in SAP Customer Experience (CX) is preferred.
• Strong knowledge of SaaS models with a cloud mindset.
• Should be an excellent problem solver who understands digital transformation.
• Experience acting as a trusted and strategic advisor to customers.
• Experience in managing complex customer engagements.
• Excellent oral and written understanding of the Dutch & English language.
• Commercial Mindset

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

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