SAP Procurement Customer Success Partner - Midwest Region

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SAP Procurement Customer Success Partner – Midwest Region

Location: SAP Office, North America (Midwest Region Preferred)

 

JOB DESCRIPTION:

The Procurement Customer Success Partner (S-CSP) has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.  The focus of this position is twofold, to maximize the value that customers and SAP receive through adoption of the Ariba and Fieldglass platform and to ensure that the customers deploy and use of all of their entitled subscription software.  The S-CSP is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management. 

 

The S-CSP is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition to leverage adoption of our solutions and services necessary to support the customer. 

 

EXPECTATIONS AND TASKS:

• Develop and implement account strategies and implementation plans for feature and nurture customers that further expand customer external labor programs  and identify new business opportunities within assigned accounts.  These plans should:
• Increase spend under management
• Ensure rapid adoption and enablement of solutions that drive value for the customer
• Expand business process automation across the specific Line of business applications
• Increase the customer’s usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.
• Complete Relationship Assessments, Outcome Success Plans, initiate tracking, and maintain associated tasks for each account in the portfolio.
• Track SLA performance, usage and adoption metrics, and overall customer satisfaction
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
• Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, AGS support personnel, GADs, MPs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
• Act as primary escalation point for cloud solutions for those accounts within their portfolio
• Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth
• Deal management and commercial negotiation of the entire opportunity (from opportunity to close) for renewals
• Facilitate quarterly Account Reviews and monthly Relationship Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships
  • Manage new account assignment into portfolio

 

WORK EXPERIENCE:

• 5+ years of experience in the following areas:
• Selling or delivering consulting services
• Managing complex customer engagements
• Working with cloud or SAS applications

• Commercial experience including experience developing account management plans and contract negotiation
• Line of Business specific experience – specific to the LoB that they are being primarily hired into. Examples include:  Ariba, Fieldglass Contingent Workforce Management, Services Procurement, Supply chain, Finance and Procurement and eBusiness expertise
• Customer relationship management, sales, sales force automation and sales team management expertise
• Proficiency in SAP Commercial and Account Management Systems:  CRM, Totango
• Financial systems, financial planning and enterprise resource planning expertise
• Complex Account Management

 

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

• Proficiency in Microsoft Office: Excel