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Customer Success Manager

3 weeks ago

Auckland City, New Zealand SAP Full time

**What we offer**

***

Within Cloud Success Services, we drive world-class customer experiences and successful business outcomes by passionately championing and celebrating the success of our customers. We inspire and empower people to lead, orchestrate, and deliver sustainable customer value.

The Enterprise Support Regional Delivery Unit is a regional team belonging to the Cloud Success Services organization. Our team is fully engaged in the ADOPT - CONSUME-EXPAND areas of the LACE customer success model. The knowledge and expertise of new technologies within our team and the delivery of customer-centric programs (like RISE), gives us channels to drive transformative customer experience. It is the role of the Enterprise Support Advisor to create, drive and deliver multiple positive customer encounters via a set of identified tasks.

The Enterprise Support Advisor (ESA) is a customer-facing front role focused on driving customer success by equipping industry-led accounts with a proactive success plan to ensure they are consuming and adopting essential SAP Enterprise Support & Enterprise Support Cloud Edition entitlements across the Land, Adopt, Consume, Expand (LACE) lifecycle. The ESA will focus to accelerate a customer’s cloud transformation, reduce time-to-value, and expand customer lifetime value through tailored guidance around business strategy and transformation topics after the sales cycle has been completed.

The ESA drives business outcomes by engaging as a trusted advisor: helping the customers in their cloud transformation and ongoing solution adoption by leveraging their Essential entitlements, such Enterprise Support.

Key tasks include, but are not limited to the following:

- drive the SAP strategy by focusing on moving current installed base to the cloud through using proactive and preventive entitlements in alignment with the Essential (e.g. ES/ESCE) program charter.
- align with the regions and market units to ensure strong local customer lifetime value, supported from the Cloud Success Services Centers.
- focus on high customer satisfaction & loyalty to protect cloud renewals and maintenance retention.
- leverage SAP tools, services, methodologies (e.g. enterprise-level relationship assessments), and best practices to orchestrate successful SAP cloud, on prem and hybrid implementation/migrations
- empower customers to utilize appropriate Essential offerings including ES Academy sessions, Value Maps, etc. to meet and support their SAP business, operational and solution adoption goals by utilizing Cloud Success Services Centers
- orchestrate and collaborate with success resources across SAP to operate as ONE aligned team
- build trusted relationships as part of CSS Front/Center operating model with customer’s senior/strategic management, business, and IT teams
- deliver a superior customer experience by orchestrating the Essential customer success activities within SAP
**EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES**
- Strong background in customer success management and/or engagement advisory
Deep knowledge of Enterprise Support and Enterprise Support Cloud Edition along with knowledge of the CSS Center offerings
- Highly motivated. Possesses a customer success mindset and is willing to work in a fast-paced, transformative, and growing environment
- Ability to deliver outstanding customer experiences to customers & key stakeholders with a mastery in the execution of following up
- Maintain understanding of the SAP organization, the company strategy, and the contributions from the CSS organization
- Maintain understanding of the CSS organization - it’s teams, their responsibilities based on available RACI models, and a general overview of their offerings. Be able to determine how the offerings from other teams can interlace with the Center’s offerings for a collaborative customers OSP
- Knowledge of over-arching SAAS and IAAS principles and how they relate to our customers SAP solutions
- Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required
- Willingness and determination to constantly and consistently learn in Solution Areas and SAP Industries
Can clearly articulate and communicate SAP’s products, services, and programs in a customer centric manner to both internal and external audiences
- Is willing to look at and try engaging with customers in new ways to help create and celebrate customer success every step of the way
- Excellent presence and presentation skills both in-person and virtual
- Excellent English language skills
- Bachelor’s degree in IT/Computer Science/Physics/Mathematics/Engineering/Business or equivalent preferred
- Multi-cultural sensitivity: SAP Enterprise Support is a global program and interaction with customers and colleagues worldwide is required
**WORK EXPERIENCE**
- Minimum 6 years of professional experience in a service & support role, or customer success