SAP Customer Success Partner Advisor - DL 

China, Liaoning 

997193608

RESPONSIBILITIES, EXPECTATIONS AND TASKS

Key tasks include but are not limited to the following:

• Develop a trusted relationship with key stakeholders and decision makers from customers and SAP partners.
• Understand key elements of the customer’s environment and Cloud strategy.
• Management of customers in SAP Cloud Solutions.
• Understand and respond to customer needs bringing the customers value in the focus.
• Define and drive a targeted goal-based engagement plan (Success Plan).
• Provide expertise to customers’ use of SAP Cloud solutions,
• Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
• Provide tailored Release Reviews to support customer to develop an appropriate strategy that maximizes feature adoption.
• Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.
• Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc.
• Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.
• Monitor quality of work and identify opportunities for continual improvement.
• Note this is mainly a remote role; however occasional customer visits can be considered (up to 40% on-site presence).

KNOWLEDGE, SKILLS AND COMPETENCIES

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations. You bring:

• Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
• Customer facing experience is essential.
• Cloud mindset, and an understanding of Cloud deployments with SAP Activate methodology
• Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Excellent communication & presentation (soft) skills.
• Enthusiast, strong work ethic and a positive attitude.
• Business Level English language skills, written and verbal.
• Business Level Mandarin language skills, written and verbal
• Business Level Japanese language skills, written and verbal

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

• Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent.
• Up to 3 years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level.
• Experience in any of the following desired: SuccessFactors, S4 Hana other Cloud HR systems.
• Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.
• Experience in working in global / virtual teams is an advantage.
• Experience in transferring knowledge to others (coaching & mentoring) is an advantage.
• Knowledge of SAP Preferred Success and/or SAP Enterprise Support is an advantage.

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