$100000 - $120000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Others
Requisition ID: 381134
Work Area: Sales
Expected Travel: 0 - 10%
Virtual Customer Success Partner (VCSP)
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!
The Customer Success Partner engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Customer Success Partner is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, success plan definition & execution for adoption & consumption, account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Partner drives mutual (customer & SAP) success across the Customer Value Journey.
Core Tasks:
• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions
• Build trusted relationships with customers in order to support value-based consumption focused activities
• Monitors SLA performance and maintain high level of customer satisfaction
• Engage with Global Adoption Success Centers to leverage expertise as needed throughout the customer lifecycle
• Leverage data & tools to track and manage targeted adoption and consumption activities
• Act as primary point of escalation for customers account issues
• Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
• Identify opportunities at customer to grow SAP footprint through expansion of licenses or services
• Support/Drive successful renewals working with all existing support teams (Renewal Center
The focus of the Virtual Customer Success Partner (V-CSP) is to provide consistent, efficient and scalable coverage to customers. V-CSPs leverage a data driven approach to prioritize 1:Many and 1:1 engagement with customers to drive mutual success across the Customer Journey cycle. The V-CSP will focus on the customers within the Scale segment.
The V-CSP helps customers achieve business outcomes by engaging as a trusted advisor to different buying center executive(s) for each stage of the customer’s transformation journey. Based on current best practices, the V-CSP is assigned to accounts from 1:50 to 1:100 ratio.
The V-CSP serves as product generalists with a good overview of all cloud solution. They orchestrate the customer relationship across all SAP resources (leveraging the ASC Centers) and self-service tools.
Key Responsibilities are :
Customer Success:
- Supports the Achievement of our goals: Current Cloud Backlog - CCB, Deployed ACV, Intelligent Enterprise attached rate by engaging with customer @scale, obtaining success stories, new references and tracking all activities in HPI/Totango
- Responsible for providing structured internal (VAT) / external stakeholder alignment & communication. Managing activities in Totango
- Orchestrates the onboarding process across new customers tracking implementation milestones and go live dates in Totango/HPI and fully leveraging sales handover information
- Drives regular check-ins in adoption phase to encourage usage. Pushes self service content and access to adoption hub content
Engagement & Coordination:
- Primary post-sales customer executive point of contact for scale segment.
Consumption & Commercials:
- V-CSP effort on customer entitled services is non-billable, V-CSP is focused on customer health, go lives, consumption & revenue retention focused
- Works with the Customer Renewal Center (CRC) to Manage customer cloud renewals. Helps support Risk mitigation
- Captures and Shares Customer Success Stories - Provides candidates for customer references
Experience & Language Requirements:
- SAP Cloud Solutions experience a plus
- Managing customer engagements including commercial experience
- Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
- Experience working in and around cloud software solutions
- Experience in managing high volume customer engagements - and ability to prioritize daily/weekly activity
- Confidence & competence in using Virtual/Social tools for customer engagement
- Good relationship building skills & customer presence digitally (video, collaboration)
- Stakeholder management skills
We build breakthroughs together
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Nearest Major Market: Miami
Job Segment: ERP, Cloud, Pre-Sales, Relationship Manager, Technology, Customer Service, Sales
Communication
Computer
Problem solving
technology
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No experience needed
Communications
On going position
General Location, within a limited area