SAP Customer Success Partner Senior Advisor 

United Arab Emirates, Dubai, Dubai 

389155775

Job Mission and Purpose

Territory Management

• The CSP is accountable to create and maintain a comprehensive view of their territory. They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
• The CSP will leverage system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew
• The CSP develops and implements account strategies and implementation plans for emerging and renewal customers

Build Account Relationships

• Develops trusting and deep relationship with customer stakeholders, by establishing regular cadence of interactions
• Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
• Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)
• Works with marketing to ensure customer groups meetings take place frequently in the territory and are communicated to customers
• Nurture References
• Drives customer references; pushes for reference stories across accounts
• Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account

Drive Value Realization

• Manages the renewal processes through qualification, needs analysis, commercial negotiation and close
• Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc.

Manage Retention

• The CSP manages the renewal cycle for their customers in tight collaboration with the CRS.
• The CSP is accountable for engagement with the customer, account team and other commercial stakeholders.
• Upselling/Cross-selling
• Provide sales teams with information about potential opportunity for license sales within and outside of the Digital Supply Chain portfolio

Experience and Education

8+ years’ experience in the following areas

• Experience managing complex customer engagements; customer relationship management, sales, and sales team expertise in license or services domain
• Project management experience, including business process transformation and re-engineering
• Commercial experience, incl. developing account management plans and contract negotiations
• Line of Business experience in Supply Chain, Asset Management, Procurement, or Manufacturing
• Bachelor equivalent: Required; MBA or related post-Bachelor qualification is preferred
• Travel expectation is up to 40% of time on-site with customers

​