SAP Preferred Success - Digital Customer Success Manager - NSQ

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SAP Preferred Success – Digital Customer Success Manager – NSQ

Location: SAP Office, Newtown Square, PA

 

The Customer Success Team strives to further improve our innovative service portfolio and our customer engagement programs, as well as increasing our delivery efficiency and to increase business outcome for customers, make them more efficient and accelerate time to value. This includes all SAP solutions across all cloud solutions.

 Our aim is to: 

• Deliver: Reach out for business outcomes (IT and LoB) at our customers, increase the value customers get out of their maintenance/subscription agreement and continuously improve the delivery efficiency (scalability) to extend our reach.
• Observe: Shape the existing SAP Enterprise Support and SAP Preferred Care support offerings and adapt it to new/changing market demands such as in memory computing, mobile and cloud.
• Innovate: Drive the evolution and development of new and innovative SAP Enterprise Support and SAP Preferred Success offerings.

 

Our customers demand from support more than just incident solving. With SAP Preferred Success, customers gain the services and assets for mission-critical assistance that are included in SAP Enterprise Support, plus more-specific service levels and access to expert SAP contacts to help resolve issues and stay flexible to accommodate future innovations.

 

 RESPONSIBILITIES, EXPECTATIONS AND TASKS

 This is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed.  The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals. The role manages diverse, high profile and/or key accounts.

 

Key tasks of this role:

• Develop a trusted relationship with key stakeholders and decision makers, understand and respond to customer needs bringing the customers value in the focus.
• Understand key elements of the customer’s environment and Cloud strategy.
• Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Success scorecard.
• Provide expertise to customers’ use of SAP Cloud solutions, focusing on SAP Cloud solutions.
• Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
• Provide personalized Quarterly Release Review to support customer to develop an appropriate strategy that maximizes feature adoption.
• Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other depar