SAP Enterprise Customer Success Partner 

Belgium, Flemish Brabant 

122976031

THE ROLE

The E-CSP role helps

KEY OBJECTIVES & ACCOUNTABILITIES

• Build mutually beneficial senior level executive relationships as a strategic advisor for life
• Understand and support customer’s business strategy, objectives & goals, reviews 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.

MAJOR ACTIVITIES

• 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-sale 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

WORK EXPERIENCE:

• At least 10 years 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 - "sales 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

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

• Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
• Bachelor equivalent: Yes. MBA Preferred
• Excellent verbal and non verbal communication skills
• Excellent C level Executive level Relationship & Trust Building
• Expert governance and stakeholder management skills
• Expert in Complex Account Management & Engagement
• Expert in managing and driving results from virtual teams and matrix organisation
• Strong Business, Solution and Commercial understanding & Acumen
• Strong Teamwork and Collaboration
• Ability to manage through a crisis
• Innovative Thinking
• Customer Centric & Value Based Mindset
• Business outcome, value realization modelling, ROI experience
• Quality Focus & Results-Driven
• Self-Development
• Intercultural Sensitivity
• Conflict Management & Critical Problem Solving
• Change Management Methods
• Customer Lifecycle Management
• Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in one or more business areas
• Knowledge of Cloud & On premise Market
• Knowledge of Cloud & On premise Delivery Models

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