SAP Customer Success Partner Advisor-Mumbai & Bangalore 

India, Maharashtra, Mumbai 

240573006

What You’ll Do

As a Senior Customer Success Partner, you will be responsible for developing high-trust relationships with your clients, measured through growth, attrition, retention, and relationship health. This is a strategic role working with our customers, SAP Concur’s internal teams, and has central importance to our ongoing success as a company.

• Manage a diverse portfolio of clients, including large global businesses and customers with a high-level of complexity, focus and intensity
• Proactively engage customers to ensure they adopt full functionality to get maximum value from SAP Concur
• Facilitate executive meetings that measure progress and business impact
• Drive to deliver value to clients in support of profitable growth and retention goals
• Establish success metrics, annual goals and key objectives with the customer
• Forecast risk of revenue loss in account base by anticipating and planning for your customers’ needs
• Develop and document advanced, cross-functional, account strategies that drive success through delivering value and insight relevant and unique to each customer
• Establish, maintain and grow broad and deep relationships within each customer account, driving a successful client lifecycle management strategy
• Facilitate Client Leadership Counsels and support board member relationships
• Exercise Self-awareness
• Prioritize multiple competing priorities and stakeholders
• Proactive collaboration with cross-functional teams to support the successful customer outcomes.
• Facilitate client meetings that measure progress and business impact
• Motivate and mobilize customers and cross functional partners through collaboration and clear communication
• Drive objective achievement through disciplined planning and organization - setting objectives through the development of actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources
• Uncover opportunities through analysis, inquisitiveness and a deep understanding of your customer’s business including initiatives and drivers and aligning those to solutions
• Thrive in an entrepreneurial and fast paced and evolving environment
• Travel: 30% - 50%

What You’ll Bring

You possess strong business acumen and the ability to interpret and utilize industry and company information to understand clients’ needs and effectively communicate how we’ll help them become best run organizations. You are a Customer Success professional who consults with customers to uncover and help achieve their business goals. You cultivate C-level relationships and bring data driven insights to life.

• 10+ years of account management or customer success experience in managing and growing a portfolio of existing customers
• Cloud customer engagement experience with large global companies with a high-level of complexity, focus and intensity.
• Track record in establishing, maintaining and growing broad and deep relationships within each customer account.
• Experience in developing advanced account strategies that drive success through delivering value and insight relevant and unique to each customer
• Ability to uncover how a customer defines success and the ability to align that vision with Concur’s delivery of value to create long term mutual partnerships
• Strong understanding and track record in Customer Life Cycle Management in driving customer adoption and value realization
• Proven track record of exceeding retention and growth targets
• Highly structured approach with strong collaboration, communication and problem solving skills – ability to handle issue resolution and navigate customers
• Understanding of SaaS and ideally Concur solutions - ability to articulate the value of Concur solutions in solving customer business problems
• Strong business acumen and ability to drive a value based conversation
• Strong conflict management skills. Ability to multitask and leverage the broader internal SAP teams to drive Customer win-win outcomes.
• Bachelors Degree or Master’s Degree
• Enterprise Software & SaaS industry experience preferred
• Must be a strong team player, can work collaboratively across multiple teams
• Strong written and verbal communication skills, including negotiating skills
• Passionate with a can-do attitude
• Strong problem-solving skills. Aptitude to analyse a situation, define key objectives, make recommendations and execute on action plans.

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