Customer Success Partner

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**Customer Success Partner - SuccessFactors**

**About the role**:
The SAP SuccessFactors Customer Success Partner (CSP) is the face of SAP for their assigned customers.

The role of the CSP is to drive successful customer onboarding and solution adoption, increase customer satisfaction and retention, safeguard renewals, secure references, and foster account expansion. This is achieved by building strong relationships with customer stakeholders and helping them maximize the value of their SAP partnership by achieving their desired business outcomes.

The CSP influences customer satisfaction by driving focus on solution consumption to achieve business value, proactively monitoring customer health, and mitigating risk by orchestrating engagement activities through continuous relationship management.

The CSP has overall responsibility for the daily management of their assigned cloud customer accounts and require CSPs to maintain a close working relationship with fellow SAP customer-facing teams.

**Trusted Advisor / Drive Customer Value**:
The CSP is the customer’s trusted advisor and principal advocate into SAP. The CSP partners with their customers throughout the different phases of their transformation journey. Drawing upon their HR experience, knowledge of the customer and industry insights and trends, they ensure the customer realises the full value of their SuccessFactors solution and ultimately their HR and business transformation.

This is demonstrated by:

- Providing tailored guidance to customers on how best to deploy their SuccessFactors investment to successfully align their people strategy with their business objectives.
- Simplifying the customer’s experience with SAP by aligning and highlighting the various internal support and services teams, customer communities and online resources available to them.
- Acting as the customer advocate internally, positioning customer insights, experiences and needs to be leveraged by the broader SAP business as we continually focus on our customer for life ethos.
- Collaboratively developing a customer engagement plan, agreeing on the customer’s success metrics and promoting customer leading practices regarding cadence, objectives and partnership.
- Taking a leading role as a member of the SAP value added team for the customer’s entire SAP landscape, having a holistic view of the customer’s functional projects and priorities.
- Partnering with customers to achieve active engagement in SAP lead initiatives such as customer satisfaction surveys, business transformational stories, customer reference program and SAP events.
**Solution Adoption / Revenue Retention & Growth**:
The CSP’s focus is to create customer satisfaction, drive customer retention, subscription renewal, solution adoption and portfolio expansion for SAP. The CSP achieves this by building strong relationships with their customers and aligning solution opportunities to business and people strategies. In addition to this, CSPs also enable their customers’ long-term success by advising them on leading practices regarding project deployment, change management, governance and support model structures. This is demonstrated by:

- 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 whilst partnering with internal SAP teams to streamline the customer experience.
- Understanding the customer’s business model and people priorities to identify potential risks and expansion opportunities within the existing SAP footprint.
- Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.
- Understanding customer’s business plans and people strategies to identify business growth opportunities.
**Work Experience and Qualifications**:
Proven experience in the following areas:

- Experience in human resources, recruitment, learning, compensation or talent management.
- Experience working with account management plans.
- Experience working with complex customer engagements.
- A self-starter, with energy, drive and the ability to manage multiple priorities.
- Customer centric mindset.
- Strong knowledge of SaaS models and Cloud mindset.
- Confident presenting to mid-size audiences.
**Please note**:

- **We build breakthroughs together**

**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