SAP NS2 Customer Success Specialist

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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. 

 

SAP NS2 Customer Success Specialist

 

NS2 COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP.  At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans.  We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

 

This position requires access to customer data; Must be a U.S. citizen.  SAP NS2 does not offer Visa sponsorships for this role.  All internals must have manager’s approval to transfer. 

 

POSITION SUMMARY

The Customer Success Manager 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, retention, and renewals.

 

EXPECTATIONS AND TASKS

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up, and documentation.  You delight in exceeding customer expectations. 

Key tasks include but are not limited to the following:

• Facilitate successful on-boarding of Net New and new product customers
• Review entitlement sets and ensure provisioning of entitled products to customers per contract and Cloud Fulfillment systems.
• Leverage NS2 tools, services, methodologies, and best practices to ensure customers’ success
• Understand and explain features and benefits of the product line as it relates to customer needs
• Build trusted relationships with internal stakeholders within Operations, Product Strategy, Support, and Account Management

• Coordinate regular cadence with key Account Management staff to support customers and ensure open lines of communication
• Learn and review appropriate solution and product features to help fully understand system usage and potential issues with product implementation for customers across various product sets.
• Understand the product technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process.