SAP Enterprise Customer Success Partner Senior 

United States, Illinois, Chicago 

752549137

EXPECTATIONS AND TASKS:

• Develop, implement, and execute account go-live strategies that stick close to SAP-preferred methodologies and drive for the fastest possible time to value aligned with initial customer business outcomes.
• Support customers with their upgrade cycles by ensuring a cloud mindset, methodologies, and user enablement.
• Plan for and deliver together with the ASC center functions our Preferred Success offerings to further extend process optimization and increase customer business outcomes.
• Establish account governance and build strong relationships with the customer C-suite, Executive sponsor, program leader, CoE leader, and business stakeholders
• Build strong relationships with the Partner implementation teams to ensure a smooth customer implementation according to SAP-preferred methodologies.
• Build and execute or govern a world-class outcome success plan to meet customer objectives, create account stability, and create alignment with SAP delivery teams
• Facilitate quarterly account reviews with customers and account team members to confirm ongoing account objectives, share progress, challenges, and opportunities, and strengthen relationships (inclusive of relationship assessments).
• Once live, continuous drive for increased value realization by optimizing customer processes, increased usage, further adoption of function/feature, or increased scope.
• Deliver customer success with the objective of making each customer an official SAP reference, renewing and expanding the SAP footprint in each account.
• Works regularly at customer site(s) to expand relationships, Understands what’s happening on the ground, and influences stakeholders and users where required.
• Develops and maintains customer program reporting to communicate progress and to help govern the relationship with customers, partners, C-Suite, and SAP executive sponsors.

• Assists customers with transformational change by facilitating and coordinating cross-functional involvement with solutions consulting and services delivery.

These plans should include:

• Ensure rapid adoption and enablement of solutions that drive value for the customer.
• Increase the customer’s usage of their contracted cloud applications up to and beyond the entitlements that they have.
• Drive customer satisfaction.
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and revenue growth.
• Maintain a close working relationship with other regional business teams (e.g. Cloud LoB AEs, GADs, IAEs, Cloud LoB S-CSPs, E-CSPs, Services Sales, support personnel, and other customer-facing team members) in support of global customers and corporate functions necessary to support all assigned accounts.

• Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and growth opportunities.

This posting is dedicated topersona.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

• Bachelor equivalent
• Multilingual depending upon the scope of customers (English, Spanish, and/or French)
• Proficiency in MS Office: Excel, PowerPoint, Word, and Outlook

WORK EXPERIENCE:

• 5+ years of experience in the following areas:
• Advanced S/4HANA Cloud, Public Edition experience & knowledge (product & methodologies) or alike ERP solutions from other vendors.
• Preferably experienced with, and knowledgeable about ECC, S/4HANA on-premise, and other ERP solutions.
• Either have ERP consultancy, pre-sales, sales, or post-sales experience
• Customer Success experience at SAP or elsewhere
• Excellent program and/or project management competencies.
• Proven leadership experience and innovative mindset.
• Customer value realization process and execution of delivery.
• Customer Success mindset across the business.

• Operational experience with complex customer engagements.
• Commercial experience including experience developing account management plans and contract negotiation.

We win with inclusion

Chicago