SAP Enterprise Customer Success Partner E-CSP Expert Midwest 

United States, Illinois, Chicago 

617613294

The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact via orchestrating resources across the product portfolio, Cloud Success Services, Partners, and Market Units. The E-CSP drives business outcomes by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with the line of business leaders to align the right SAP expert with each stage of the customer’s transformation. The E-CSP aligns with the regions and market units to ensure strong local customer support, supported by CSS centers of experts. The E-CSP is responsible for assuring the continuity of the customer’s subscription and maintenance-based solutions and maximizing their usage. By assuring a high level of customer value realization, the E-CSP will positively impact SAP’s business performance, securing renewals, collaborating with sales for up/cross-sell opportunities, safeguarding recurring revenue, and enabling business expansion. Specific activities include:

• Execute enterprise-level Relationship Assessments and coordinate LoB Relationship Assessments
• Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBs.
• Drive cross-LoB adoption, entitlements consumption, and document business impact.
• Secure renewals in collaboration with the Commercial Center as well as Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion.
• Collaborate with sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion.
• Proactively address improvement opportunities identified via NPS.
• Remain knowledgeable on customer industry, strategy, and market conditions.

• Assist with escalations and management of critical situations.

• Develops deep relationships with key customer decision-makers and executive sponsors and leads quarterly review meetings.
• Assists customers with transformational change by facilitating and coordinating cross-functional involvement with solutions consulting and services delivery.

EXPERIENCE & ROLE REQUIREMENTS

• Experience driving customer value realization based on agreed business outcomes including driving renewals (Cloud, Maintenance, and other opportunities), expansions, and up-sells of subscription or perpetual license-based solutions)
• Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud value proposition.
• Demonstrated success in navigating difficult customer situations and discussing sensitive issues with executives.
• Broad understanding of SAP solution portfolio and the business processes they enable.
• Business outcome, value realization modeling, ROI experience
• Expert governance and stakeholder management skills
• Expert verbal/non-verbal communication, relationship building, and executive presence skills.
• Knowledge of SAAS and IAAS processes (e.g., provisioning, onboarding, customer support)
• Experience driving renewals, and expansions, and supporting up-sells of subscription or perpetual license-based solutions.
• Experience consulting on complex global transformation programs and applying risk-mitigation strategies.
• A good understanding of cloud and on-premise solution/landscape is an advantage
• The ability to orchestrate across on-premise, maintenance, and cloud solutions is a plus
• Bachelor’s degree or equivalent required
• Ability to travel up to 30%, as needed.

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Chicago