Key Responsibilities:
- Develop a trusted 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 enjoy 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-active driver, results-oriented, pragmatic)
- Excellent communication, enthusiastic, strong work ethic and a positive attitude
Basic Qualifications:
- Bachelor or Honours Degree preferred
- 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
- Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements
- Experience in working in global / virtual teams is preferred
We win with inclusion
Philadelphia