Enterprise Customer Success Partner - West

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SUMMARY

The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of assigned customers at the enterprise level to ensure transformation 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 adoption and optimal consumption of their entitled solutions. The role, by design, is cross functional and will align with leadership across Chief Business Office (CBO), License & Services Sales, Customer Service and Delivery (CS&D), Partners, and Market Units.

 

RISE with S/4HANA Private Cloud Edition is designed to provide innovation, flexibly, 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.

 

ROLE INFORMATION

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, Chief Business Office, License & Services Sales, Customer Service and Delivery, Partners and the Market Units. The E-CSP drives business outcomes by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with 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 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:

 

· Proactively drive mutual success across the CVJ engagement model, encompassing key milestones from discovery, select, adoption, derive, to extend.

· Execute enterprise-level Relationship Assessments (RA) 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 with 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, expansions and up-sells

· Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud value proposition.

· Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives

· Broad understanding of SAP solution portfolio and the business processes they enable

· Business outcome, value realization modelling, ROI experience

· Expert governance and stakeholder management skills

· Expert verbal/non-verbal communication, relationship building and executive p