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SAP Specialist Customer Success Partner - Experience West 
United States, California, Newport Beach 
825542505

12.09.2024

WHAT YOU'LL DO:

S-CSPs enable their customers' long-term success through multiple account management avenues. These are some of the core account management practices utilized.

  • Working with customers to develop their roadmaps to improve consumption and maximize the value of the customer's subscriptions
  • Providing leading practice advice and guidance to customers for operating their SAP CX cloud solutions
  • Understanding customers' business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunities
  • Developing and executing a proactive "customer first" renewal and expansion plan in conjunction with other internal SAP account team members
  • Utilize commercial and business acumen for commercial queries, ensuring licensing compliance and optimized contractual opportunities
  • Understanding and leveraging Customer Success services to drive maximum value to customers
  • Planning and orchestration of Preferred Success Services to support customer value realization
  • Coordinating and leading regular governance calls with customers, third-party partners, and SAP account team members
  • Build trusted relationships with customers and internal teams through proactive engagement and by delivering consistent experiences
  • Administrative accountabilities tied to measuring customer success metrics, account management, renewals, and system data hygiene
  • Escalation and advocacy role for your assigned accounts to drive positive customer outcomes along with referenceable brand ambassadors of SAP
  • Special projects and workstream initiatives

WHAT YOU BRING:

  • Strong commercial acumen that includes lead generation and renewal management
  • 5+ years of experience managing customer engagements or other customer-facing experience is highly preferred
  • A self‐starter with a tenacious spirit and the ability to stay organized while managing multiple priorities
  • Problem solver with the capacity to work independently to solve challenges
  • Strong oral and written communication skills with the ability to credibly present and communicate recommendations to senior leadership and decision-makers
  • Experience in SAP Customer Experience
  • Experience developing account management plans and ability to collaborate and navigate across a complex and matrixed organization
  • Growth mindset with a positive attitude and openness to learning
  • Technical aptitude preferred but not required
  • Background managing and using tools that track and analyze customer behavior, realization, and utilization (Totango, Salesforce, etc.)

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