Develop a believed relationship with key stakeholders and decision makers
Understand and respond to customer needs bringing the customers value in to focus. • Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Success scorecard.
Provide expertise to customers’ use of SAP Cloud solutions, focusing on SAP Cloud solutions.
Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
Provide personalized Quarterly Release Review & Continuous Trend analysis for Risk mitigation to support customer to develop an appropriate strategy that maximizes adoption
Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.
What you bring
You have a proven record of successful account management, a proactive learner and creative problem solver who thrives in a fast-paced environment. You relish interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations.
Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers
An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or Hybrid
Knowledge of SAP Preferred Success & Cloud Solutions and the included service offerings is an advantage
Ability to deliver results under pressure, work independently and take ownership of assigned tasks (pro[1]active driver, results-oriented, pragmatic) • Excellent communication, enthusiastic, strong work ethic and a positive attitude
EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE
Bachelor or Honours Degree an advantage
3 years’ Customer Success Management or working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
Fluency in German
Experience in working in global / virtual teams is an advantage