SAP SAP Concur Customer Success Partner Senior Advisor 

Canada, Ontario, Toronto 

376587812

Candidate(s) will be required to work 3 days a week in anoffice/client site as per our Pledge to Flex return to office policy

Key Responsibilities:

• Customer Relationship Management : Build deep, trusted relationships with customer executives and key stakeholders. Act as a primary point of contact, guiding customers through the entire lifecycle from adoption to renewal.
• Customer Success Management : Develop and execute customer success strategies, ensuring value realization, adoption, and consumption of SAP solutions to drive business outcomes and renewals.
• Renewal & Revenue Optimization : Drive customer renewals, expansions, and upsell opportunities for SAP solutions, ensuring profitability and alignment with business objectives. Forecast renewal opportunities accurately and safeguard revenue.
• Account Strategy & Governance : Implement and oversee account strategies, including consumption plans, outcome success plans, and value-based adoption strategies. Track customer satisfaction, and work with global customer success teams to ensure high-level service delivery.
• Churn Mitigation & Crisis Management : Manage through customer crises and de-escalate situations. Leverage risk mitigation strategies to maintain strong customer relationships and minimize churn.
• Collaboration & Stakeholder Engagement : Collaborate with internal SAP teams (MU leadership, account teams, industry teams, and solution management) and external stakeholders to deliver a seamless customer experience and identify growth opportunities.
• Identify Expansion & Upsell Opportunities : Use customer data, consumption insights, and business needs to identify opportunities for cross-sell, upsell, or expansion of SAP solutions and services.
• Performance Tracking & Reporting : Utilize data and tools to monitor SLA performance, adoption metrics, and consumption patterns, adjusting strategies as necessary to ensure customer success.
• Leadership & Influence : Provide expert guidance on best practices, sharing insights and contributing to SAP’s library of success plays. Lead initiatives to drive digital transformation and process improvements in customer engagement models.

Skills & Qualifications:

Candidate should have 5+ years of revelant work experience.

• Executive Presence & Relationship Building : Proven ability to build and sustain relationships with senior customer executives and internal stakeholders.
• Problem-Solving & Risk Mitigation : Ability to address complex customer challenges, applying risk-mitigation strategies and driving resolution of difficult customer situations.
• Strategic Account Management : Expertise in developing long-term customer strategies that align with business outcomes, customer retention, and expansion.
• Communication & Influencing : Strong verbal and non-verbal communication skills, with the ability to influence decisions and convey technical or strategic concepts effectively.
• Technical Understanding : Some technical expertise in SAP solutions, with the ability to discuss technical issues and solutions with customers.
• Business Acumen : Advanced understanding of customer business models, strategies, and line-of-business processes.
• Experience & Education : Several years of experience in customer success management, account governance, or a similar role, with a focus on SaaS or cloud software solutions. A bachelor’s degree or equivalent is required.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Renewal and retention rates
• Upsell and expansion revenue
• Adoption and consumption metrics
• Customer risk identification and mitigation success

Career Level:

• T3 (Senior) : The role requires independent work on complex customer issues, the ability to resolve cross-functional challenges, and a high level of responsibility for managing strategic customer accounts. The position may include supervisory responsibilities and collaboration on long-term concepts or digital transformation initiatives.

We win with inclusion

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.