Customer Success Partner Senior Advisor, Finland

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About the role:
The SAP Customer Experience (CX) Senior Customer Success Partner Advisor (S-CSP) is responsible for the daily management of selected CX customers. The S-CSPS’s mission is to secure customer retention, renewals and drive upsells by building strong relationships with key stakeholders and ensuring adoption of functionality to maximise the value of customer partnership with SAP. The S-CSP is the primary point of contact and is expected to have a strong view of what ‘cloud operations’ means and be able to articulate that viewpoint to the customer. 
 
Trusted Advisor / Drive Customer Value:    
The S-CSP is the customer’s trusted advisor and principal advocate into SAP. A S-CSP partners with their customers throughout the different phases of their transformation journey.
•    Primary post-sales customer executive point of contact at Solution Area level, establishes and maintains engagement governance.
•    Assuring the continuity of the customer's cloud subscription based solutions and maximizing their usage at the product level.
•    Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders.
•    Conducts regular customer success/business reviews with the customer executives to assess and deliver deeper customer value realization.
•    Executes Solution Area level Relationship Assessments
•    Documents and supports customer’s LoB level business strategy, objectives and goals, reviews business cases, facilitates value realization.
•    Develops, maintains, and actions Solution Area Outcome Success Plan (OSP)
•    Orchestrates customer success and Premium Service delivery.
•    Creating and agreeing on a customer roadmap to improve product adoption and maximising the perceived value of the customer’s subscription.
•    Providing leading practice advice to their customers, leveraging their knowledge of enabling cloud technology, embedding governance, and managing sustainable change.
•    Developing a proactive ‘customer first’ renewal and expansion plan to secure long term customer retention whilst partnering with internal SAP teams to streamline the customer experience.
•    Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.
•    Act as primary escalation point for cloud solutions for those accounts within their portfolio.
 
Work Experience and Qualifications:
Proven experience in the following areas
•    Extended experience in managing customer life cycle either with SAP customers, partners or consulting organisations.
•    Experience in SAP Customer Experience (CX) is preferred.
•    Strong knowledge of SaaS models with a cloud mindset.
•    Should be an excellent problem solver who understands digital transformation.
•    Experience acting as a trusted and strategic advisor to customers.
•    Experience in managing complex customer engagements.
•    Excellent oral and written understanding of the Finnish & English language.
•    Commercial Mindset

 

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

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