Requisition ID: 410532
Work Area: Sales
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: S1-25
Hiring Manager: Tracy GRAY
Recruiter Name: Barry Norris
Additional Locations:
The HXM Specialist Customer Success Partner (S-CSP) - Advisor proactively engages with an assigned portfolio of less complex customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle. The S-CSP Advisor provides value and expertise regarding specific LoBs, in order to assure the continuity of the customer’s cloud subscription-based solutions and maximizing their usage at the product level. They are supported by multiple CE&X life-cycle relevant centers of experts. This should result in achieving business outcomes by supporting the customer’s executives within a customer’s buying center. The end goal is to secure renewals and reduce cancellations and potentially to identify expansion opportunities. An S-CSP Advisor may also be assigned to fulfill a customer’s premium subscription services.
1. Customer Success:
- Engages with mid-level executives within the customer's buying center / LoB as a trusted advisor to ensure customer’s success with SAP cloud subscription solutions with a given Domain or scope of assignment.
- Executes LoB/Buying Center level Relationship Assessments and provides implementation guidance and ensure implementation success (activation).
- Develops, maintains, and actions buying center or LoB-level Outcome Success Plan (OSP) and conducts regular customer success/ business reviews to assess and deliver deeper customer value, i.e. to drive customer consumption and usage of all entitlements within the LoB / buying center.
2. Engagement & Coordination:
- Coordinates success resources across SAP to accomplish customer's desired outcomes.
- Addresses improvement opportunities identified via NPS or other means.
- Assures assignment and active / purposeful engagement of LoB post-sale SAP & Partner (incl, implement partner) supporting roles as required.
- Is supported by the CE&X Centers and other SAP resources for deeper subject matter expertise when required.
3. Consumption & Commercials:
- Monitors and drives LoB(s) adoption / consumption and documents business impact.
- Identifies and mitigates risks to current and future reoccurring revenue.
- Manages customer cloud and premium subscription (if applicable) renewals and other commercial events.
Experience:
- +3 years of experience in the following areas:
- SaaS or Cloud Solutions experience a plus.
- Managing customer engagements including commercial experience.
- Multi-lingual a plus depending upon region.
- Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook.
- Excellent verbal and non-verbal communication skills.
- Excellent analytical skills.
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.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is T3 USD. The actual amount to be offered to the successful candidates will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. SAP offers limited benefits for employees hired into hourly or like roles subject to applicable plan/policy terms. A summary of benefits and eligibility requirements can be found by clicking this link: SAP North America Benefits.
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