Enterprise Customer Success Partner (E-CSP) Senior Advisor Midwest

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SUMMARY & ROLE INFORMATION

 

The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of assigned customers to drive mutual success across the Customer Value Journey (CVJ). This role will focus on customers who have made an investment into SAP with S/4HANA Private Cloud along with additional cloud solutions across other customer buying centers.  The objective of the E-CSP is to maximize the value that customers and SAP receive through the adoption and optimal consumption of their entitled solutions. The role, by design, is cross-functional and will align with leadership across Cloud Success Services (CSS), Partners, and Market Units.

 

RISE with S/4HANA Private Cloud Edition is designed to provide innovation, flexibility, and cloud-like values while allowing on-premise customers to retain their existing ERP or S/4HANA investments by converting their current system(s) to the cloud. This subscription model delivers customers a modern, Cloud-based architecture hosted in SAP or Hyperscaler data centers. The E-CSP will be vital to ensuring the success of our RISE customers.

 

The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact via orchestrating resources across the product portfolio, Cloud Success Services, Partners, and Market Units. The E-CSP drives business outcomes by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with the line of business leaders to align the right SAP expert with each stage of the customer’s transformation. The E-CSP aligns with the regions and market units to ensure strong local customer support, supported by CSS centers of experts. The E-CSP is responsible for assuring the continuity of the customer’s subscription and maintenance-based solutions and maximizing their usage. By assuring a high level of customer value realization, the E-CSP will positively impact SAP’s business performance, securing renewals, collaborating with sales for up/cross-sell opportunities, safeguarding recurring revenue, and enabling business expansion. Specific activities include:

 

• Execute enterprise-level Relationship Assessments and coordinate LoB Relationship Assessments
• Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBs.
• Drive cross-LoB adoption, entitlements consumption, and document business impact.
• Secure renewals in collaboration with the Commercial Center as well as Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion.
• Collaborate with sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion.
• Proactively address improvement opportunities identified via NPS.
• Remain knowledgeable on customer industry, strategy, and market conditions.

• Assist with escalations and management of critical situations.

• Develops deep relationships with key customer decision-makers and executive sponsors and leads quarterly review meetings.
• Assists customers with transformational change by facilitating and coordinating cross-functional involvement with solutions consulting and services delivery. 

 

EXPERIENCE & ROLE REQUIREMENTS

 

• Experience driving customer value realization based on agreed business outcomes including driving renewals (Cloud, Maintenance, and other opportunities), expansions, and up-sells of subscription or perpetual license-based solutions)
• Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud val