SAP Vice President ISBN Customer Success Northeast 

United States, Pennsylvania, Pittsburgh 

399268213

Responsibilities:

• Player/Coach role, implementing Customers Success Transformation best practices, and drive adoption performance both at the customer and internally.
• Expertly facilitate monthly executive steering committee meetings, quarterly QBR meetings, risk identification/resolution, and customer reporting.
• Accountable for driving Current Cloud Backlog for the region.
• Effective resource planning and account distribution to drive customer impact, operational efficiency, and scalability.
• Desire and aptitude for building value add engagements with customer stakeholders leveraging value driven discussions and action plans.
• Lead and build sCSM team by hiring talented individuals and developing them.
• Partner internally on customer prioritization, regional forecast, pipeline and the development and execution of the customer portfolio’s account strategy
  • Develop and build partnership with cross functional teams for driving customer success.
  • Create and maintain a rolling 4Q view of Customers & Region health
    • Analyze data on adoption usage, surveys and all other forms of feedback to form comprehensive point of view on customers/region
    • Report on health, propensity to renew and customer action plans
    • Build and maintain a base of referenceable customers (Measured by NPS)
  • Partner with the broader account team (sales, PS, CS, executives) to provide seamless customer interaction and escalation where needed
• Preferred: Expertise in High Tech & Semiconductor industries well as enterprise software experience.
• Preferred: Customer experience with SCP and Procurement Feature logo’s.
• Preferred: Experience with Software-as-a-Service

Qualifications

• Qualified candidates should be a seasoned professional who has a high level of customer service skills and the ability to work strategically.

• The successful candidate will possess excellent communication and facilitation skills as well as have the ability to interact with C- Level Executives.
• Demonstrated ability to develop a strong leadership team focused on empowering team members while ensuring the appropriate communication, resources, training and support tools are in place.
• Proven ability to maximize delivery within cross functional teams who have no direct reporting relationships
• Must be motivated, goal oriented with the proven ability to work independently and maintain a high level of collaboration across geographically diverse teams
• Ability to organize, prioritize, complete activities and meet deadlines
• Requires ability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
• Requires strong oral and written communication skills with the ability to credibly present recommendations at senior levels in the organization; proven ability to adapt communication style to fit geographically diverse styles.
• Requires the ability to understand the lifecycle of customer relationships such that the net result of value created is a customer who is willing to buy.
• Enthusiasm, demonstrated leadership, strong work ethic and a positive attitude is must.

Education and Experience:

• A 4 year college degree, BA or BS required and MBA is plus.
• Possess 7 + years of direct experience in services or consulting and at least 3 years of direct experience in managing people.

Physical and Environmental requirement:

• Standard office/home office environment
• Travel required between 25 to 50 percent.

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Pittsburgh