Vice President of ISBN Customer Success (Northeast)

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Vice President of ISBN Customer Success (Northeast)

Location: SAP Office, Northeast Region preferred

COMPANY DESCRIPTION

SAP’s vision is to help the world run better and improve people’s lives.

The Vice President, Procurement Customer Success, is accountable to a client portfolio and focused on providing strategic account management by collaborating and building trust-based relationships at the executive level and an adoption centric execution that delivers mutual success. Customer Success increases the value derived from SAP Procurement solutions by delivering relevant business insights, best practices and lessons learned to ensure measurable business impact. The primary goals are to maintain and grow customer satisfaction, solution and relationship ROI, renewal rates, and ensure cross functional collaboration and long-term executive engagement and sponsorship.

The VP is accountable to the RVP of ISBN Customer Success and will lead a team of specialized Customer Success Managers (sCSM). This role is accountable for managing the customer execution via our Customer Success Transformation, meeting our business targets and working closely with sales on upsell and account subscription renewal targets.  The role requires a seasoned leader that has strong business acumen and customer management skills. They work effectively and professionally across SAP Procurement lines of business.

Responsibilities:

• Player/Coach role, implementing Customers Success Transformation best practices, and drive adoption performance both at the customer and internally.
• Expertly facilitate monthly executive steering committee meetings, quarterly QBR meetings, risk identification/resolution, and customer reporting.
• Accountable for driving Current Cloud Backlog for the region.
• Effective resource planning and account distribution to drive customer impact, operational efficiency, and scalability.
• Desire and aptitude for building value add engagements with customer stakeholders leveraging value driven discussions and action plans.
• Lead and build sCSM team by hiring talented individuals and developing them.
• Partner internally on customer prioritization, regional forecast, pipeline and the development and execution of the customer portfolio’s account strategy
  • Develop and build partnership with cross functional teams for driving customer success.
  • Create and maintain a rolling 4Q view of Customers & Region health