Virtual Customer Success Partner (vCSP)

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At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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. 

 

Key Areas of Responsibility and Tasks

Customer First is aiming to create an industry-leading digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help, guidance and experts from SAP (Digital CEE) to our customers after they have purchased an SAP solution. The objective of this function will be to optimize the customer onboarding and adoption processes in order to improve renewal rates, customer satisfaction and customer success in the Digital customer segment through a consistent, efficient and scalable methodology across different SAP lines of business. 

 

The role of the Customer Engagement Executive (CEE) has been an effective method when engaging with the most important customers (top 5%) in a high touch manner. In order to scale, SAP needs to develop engagement models for all customer classifications (remaining 95%). To close this gap, the role of a Digital CEE (DCEE) has been established for all C1 cloud lines of business. Digital CEE’s will use a low touch/virtual engagement approach in order to provide and excellent customer experience across a number of customers.  The Digital CEE will be located in several e-centers globally and have access to the latest digital tools.

 

Initial Responsibilities to include:

Digital CEEs will be working in a shared service environment covering accounts in the Digital Segment and interacting in a proactive (direct reach out) and reactive (inbound/web) way.  Customers can connect with one of many Digital CEEs via a shared email address, a work in process scheduling app or through the work in process ‘Customer Watch List’ as defined by internal stakeholders such as CEEs, support, product management, and/or consulting etc.

 

Target net-new customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes. Digital CEEs will adapt a standard onboarding PPT to the specific customer and review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future via generic email and/or app. 

 

Respond to risk scenarios. Digital CEEs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices. 

Sharing SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1:n sharing sessions. Where relevant, experts will be brought in to address specific topics.

Understand and Deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal.

 

Maintain customer interactions in Totango with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover.

Document processes, create templates, and organize all content and team activities for transparency, team collaboration and effective onboarding of new Digital CEEs as the role expands. 

 

Expanding responsibilities over time

Increase enablement and adoption and usage of solutions that drive value for the customer.

Identify areas for improvement across the existing subscription as well as additional software to help solve problems

Support/Drive successful renewals working with all existing support teams (Renewal Center)

The Digital CEE needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes.  The ability to influence teams reporting into the LOB but support