Virtual Customer Success Partner - Sr Advisor - German & English

<p>We help the world run better</p> <p>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! </p> <p>What you´ll do</p> <p><br/> Are you passionate about building relationships? Does making an impact on client’s digital transformation and adoption journey interest you? Would you thrive in a role where you drive and develop customer relationships in a fast paced, technology space for one of the world’s most valuable brands?</p> <p>We are seeking candidates for the Virtual Customer Success Partner (VCSP) role, a critical function within our dynamic Cloud Success Services (CSS) organization. With SAP’s growing subscription revenue and increasing number of customers using cloud solutions, the VCSP drives value across the customer lifecycle through successful solution adoption and ongoing renewals that foster account expansion.</p> <p> </p> <p>The SAP Cloud Success Services organization is aiming to create an industry-leading virtual customer engagement experience for our customers, with on-demand access to self-service, guidance, and experts from SAP (Virtual Customer Success Partners) after they have purchased an SAP solution. The objective of this role is to optimize the customer onboarding and adoption processes to improve renewal rates, customer satisfaction and customer success in the Scale customer segment through a consistent, efficient, scalable methodology. The VCSP has access to the latest cloud-based products and services tools.</p> <p> </p> <p><u>Your responsibilities will include the following</u></p> <ul> <li>Remotely engage with an assigned portfolio of customers who have purchased SAP Enable Now as their Adoption &amp; Productivity platform to drive adoption for all SAP software.</li> <li>Assist and guide them through the different phases of the lifecycle including onboarding, adoption, value realization and renewal </li> <li>Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes, best practices along the customer lifecycle</li> <li>Empathize with every aspect of the customer experience, putting customers’ needs first</li> <li>Build and leverage a network of key internal stakeholders from different functions that can support customer success</li> <li>Monitor effectiveness and syndicate best practices for digital customer engagement as they relate to improving customer onboarding, NPS, adoption, reference-ability, renewal rates and upsells</li> </ul> <p> </p> <p>Meet your team</p> <p> </p> <p>We are part of the global Virtual Customer Engagement Practice, focused on driving customer success at scale. The Training and Adoption team works virtually and offers a great opportunity to be part of a very diverse team and closely collaborate with multilingual colleagues with various backgrounds and cultures.<br/> We welcome colleagues bringing new perspectives to the team and like being challenged how we can further improve. If you also believe that team collaboration is key for success, you might be the new colleague we are looking for.</p> <p><br/> What you bring</p> <p> </p> <ul> <li>Bachelor degree or equivalent</li> <li>3-5 years of experience in a client-facing role ideally customer success, managing relationships with large, complex organizations, working with SaaS or Cloud Solutions</li> <li>Experience in Learning &amp; Development, HR, Training or Education Consulting; knowledge of learning trends and learning technologies would be an advantage</li> <li>Broad experience with Intelligent User Assistance provided by the SAP Enable Now platform would be an advantage</li> <li>Experience managing a larger portfolio of accounts </li> <li>Proven ability to collaborate across diverse stakeholders and business functions, both virtually and globally or regionally</li> <li>Demonstrated ability to anticipate and solve problems and work across multiple tasks </li> <li>Proven experience to work with virtual/social tools to engage with customers</li> <li>Motivation and flexibility to work in a high-growth organization, with the ability to learn quickly and adapt to a fast-changing environment</li> <li>Strong orientation to teamwork and collaboration </li> <li>Strong interpersonal and communication skills, with the ability to influence stakeholders</li> <li>Native German / Fluent in English</li> <li>Location: Barcelona or Madrid </li> </ul> <p> </p> <p> </p> <p>We build breakthroughs together</p> <p>SAP innovations help more than 400,000 customers worldwide work together more eff