SAP SAP Preferred Success Scale - Regional Lead Latin America 

Colombia, Valle del Cauca, Cabecera Municipal Cartago 

830784867

Your role

As a CSP lead, you will demonstrate all leadership responsibilities: create the future, build a team, develop people, manage performance as well as support the day-to-day business execution and management of the CSP team.

What you will do

• Lead a team of Preferred Success Customer Success Partners (CSP) within the region
• Ensure team is successful at proactively engaging with their customers to drive success across contract lifecycle
• Lead team of CSPs to implement, expand and scale business to drive long-term customer success
• Support the success of direct reports by helping to identify development opportunities and supporting team members to achieve their goals
• Assesses the performance of the region to establish internal strengths and weaknesses, providing recommendations on the development of people and performance improvement
• Establish an active feedback loop with CSPs to discover opportunities that contribute to further scale and collect and share best practices that can help the team grow
• Act as primary point of escalation for customers account issues
• Develop and implement strategies and plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions
• Monitor SLA performance and maintain high level of customer satisfaction
• Engage with global teams to leverage expertise as needed throughout the customer lifecycle
• Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
• Achieve operational and renewal rate goals across the team
• Collaborate effectively with cross functional teams and leaders
• Manage resources ,ensuring business critical & innovative results
• Build action plans and support operational decisions on policies, tactics, resources critical to the function's business success to ensure delivery against strategy of the team and region
• Accountable for annual goals established for team or and region
• Involvement in and responsible for recruiting new hires

What you bring

• A professional and clear communication style with ability to collaborate at C-Level
• High attention to detail
• Ability to successfully track, monitor and drive projects and initiatives across large teams
• Take point in project and team discussions, and set clear expectations and next steps
• An ability to conduct research on unfamiliar topics by seeking relevant enablement and collaborating across teams
• Strong presentation and analysis reporting

Education and Qualifications / Skills and Competencies

• Fluency in English, Spanish, Portuguese
• Previous Account Management experience
• Proven people management experience a distinct advantage
• Strong understanding of Preferred Success and Scale delivery an advantage
• Experience with successful collaboration with regional and global leadership teams
• Experience in territory management & accountability
• Strong communication and negotiation skills
• Flexible and adaptable approach to team and project management within a fast-changing delivery segment
• Excellent governance and stakeholder management skills
• Demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status
• Demonstrated success in dealing with challenging and complex situations
• Strong orientation to teamwork and collaboration
• Excellent listening, written and oral communication skills

Profile

• Strong Leadership
• Facilitator
• Trust
• Multi-tasker
• Entrepreneurial
• Strong communicator
• Confident in managing up, down and across
• Good sounding board for others
• Provide open, honest feedback

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