SAP Head BTP / BDC & AI Customer Success Management f/m/d 

United States, California 

83342482

Responsibilities:

• You ensure that your team is successful at proactively engaging with their customers to drive mutual success, based on the SAP BTP future-ready enterprise engagement (FRE) model.
• You are a leader, responsible for delivering business results through customer engagement over the lifecycle of SAP’s relationship with the customer.
• You are working both within the Market Unit, as well as more broadly across the regional Cloud organization (i.e. Sales, PreSales, Support, Services and others).
• You lead a team of BTP or BDC & AI CSMs by territory to implement, expand, and scale business operations to guarantee adoption and grow consumption.
• You embrace the big picture, build, and deliver innovative Consumption Demand Generation Initiatives that foster the adoption and expansion of the BTP / BDC Customer Base across your territory. This also includes customers not directly assigned to you / your team.
• You coordinate effective adoption of Goto Market assets within the territory (collaboration with MU Sales, Demand Generation and Marketing).
• You will enable other team members through knowledge sharing and drive team success at scale.

YOUR PROFILE

• Several years of experience working in account management-related activities. Your background could be in Customer Success, Sales, Solution Management, Customer Advisory, Pre-Sales, Consulting, etc.
• Several years of Solution Area BTP or BDC / AI expertise.
• Profound expertise in either Public, Energy & Services or Consumer Products, Retail or related industries is required.
• Fluency in German and English mandatory.
• Demonstrated success in dealing with difficult customer situations and discussing complex and often sensitive issues with customer executives.
• Proven ability to drive BTP consumption, renewals, expansions, and upsells of BTP subscription or perpetual license-based solutions/services.
• Sales savvy and able to identify new expansion opportunities for BTP customers.
• Deep experience working with and around cloud software solutions and cloud delivery models, along with a deep understanding of cloud readiness, its characteristics, challenges, and benefits.
• Experience with complex, global transformation programs in a consulting or advisory capacity across a buying center portfolio and partner network.
• Proven ability to operate in complex organizations, de-escalate, and apply risk mitigation strategies to customer situations.
• A broad understanding of the SAP solutions portfolio and profound experience in the BTP Portfolio, and the business processes it enables.
• Established relationships with SAP Market Unit leadership, account teams, and Industry teams.
• A deep understanding of Solution Area products, relationships with Solution Management organizations, and related partner ecosystems as appropriate.
• A detailed understanding of navigating SAP’s support processes, Organization(s), and tools (e.g., Gainsight (Totango), Harmony, CRM, One Customer Success Workplace).
• Excellent verbal and non-verbal communication skills.
• Strong program/project management and analytical skills and enjoy complex problem-solving.
• Strong commercial/deal support skills, particularly for BTP in the public Cloud.

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