Preferred Success Digital Customer Success Partner

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

RESPONSIBILITIES, EXPECTATIONS AND TASKS

The Customer Success Partner is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals.

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

- Develop a trusted relationship with key stakeholders and decision makers from customers and SAP partners.
- Understand key elements of the customer’s environment and Cloud strategy.
- Management of customers in SAP Cloud Solutions.
- Understand and respond to customer needs, bringing the customers value in the focus.
- Define and drive a targeted goal-based engagement plan (Success Plan).
- Provide expertise to customers’ use of SAP Cloud solutions,
- Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
- Provide tailored Release Reviews to support customers in developing an appropriate strategy that maximises feature adoption.
- Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborating with other departments as needed.
- Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc.
- Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.
- Monitor quality of work and identify opportunities for continual improvement.
- Note this is mainly a remote role; however, occasional customer visits can be considered (up to 40% on-site presence). Additionally, 3 days onsite at the SAP office.

KNOWLEDGE, SKILLS AND COMPETENCIES

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations. You bring:

- Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
- Customer-facing experience is essential.
- Cloud mindset, and an understanding of Cloud deployments with SAP Activate methodology
- Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
- Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
- Excellent communication & presentation (soft) skills.
- Enthusiast, strong work ethic and a positive attitude.
- Business-level English language skills, written and verbal.

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE
- Graduate with a Bachelor's or Honours Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent.
- Up to 5 years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level.
- Experience in any of the following is desired: SuccessFactors, SAP CX, S4 Hana other Cloud HR systems.
- Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.
- Experience in working in global/virtual teams is an advantage.
- Experience in transferring knowledge to others (coaching & mentoring) is an advantage.
- Knowledge of SAP Preferred Success and/or SAP Enterprise Support is an advantage.

**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 w