Customer Success Partner Advisor - ISBN

Job description / Role

Overview

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

As a Solution Customer Success Manager (S-CSM), you will act as a trusted advisor, maximizing customer lifetime value by delivering solution area expertise to customer executives and their line of business while accelerating near-term value delivery via the rapid adoption and consumption of solutions.

• Build deep executive relationships and earn trusted advisor status with customers
• Identify new opportunities for customers to leverage new or expanded SAP solutions
• Mitigate churn and manage renewals of SAP solutions/services
• Identify sales leads and support sales in expansion and upsell efforts
• Manage through crisis and de-escalate customer situations
• Drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions

Ideal Candidate Profile

• Strong executive presence and relationship building skills
• Deep knowledge of business models, strategies, and line of business processes
• Proven ability to handle difficult customer situations and discuss complex issues with customer executives
• Experience with cloud software solutions and delivery models
• Expert level buying center/Lines of Business domain expertise
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of SAP solutions portfolio and the business processes they enable
• Some technical understanding for assigned solution area to address technical issues with customers
• Bachelor's degree or equivalent required
• Experience in business software
• Knowledge of SaaS and IaaS processes
• Strong program/project management and governance skills
• Expert commercial/deal support skills
• Relationship-driven mindset with excellent verbal and non-verbal communication skills
• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions

Meet Your Team

You will work closely with SAP MU leadership, account teams, industry teams, and solution management organization. You will also coordinate internal SAP and partner resources to ensure value delivery.

Skills You'll Use

Professional Skills

• Business Acumen
• Complex Problem Solving
• Effective Communication
• Customer Orientation
• Establish Trust
• Influencing Skills

Tech Industry & SAP General Skills

• Key Performance Indicators (KPIs)
• Artificial Intelligence
• Software-as-a-Service
• Technology Innovation
• SAP Cloud Suite Portfolio
• RISE and GROW with SAP

Role Specific Skills

• Customer Value Journey Alignment
• Account Governance
• Account Strategy
• Customer Success Management
• Customer Retention
• Relationship Building
• Technology Solution Adoption
• Overcoming Objections

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.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. 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. Successful candidates might be required to undergo a background verification with an external vendor.

Requisition Details

• Requisition ID: 419444
• Work Area: Sales
• Expected Travel: 0 - 10%
• Career Status: Professional
• Employment Type: Regular Full Time
• Additional Locations: #LI-Hybrid

About the Company

Headquartered in Walldorf, Germany, SAP is the world's largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide.

Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally.

As the global technology research unit of SAP, SAP Research significantly contributes to SAP's product portfolio and extends SAP's leading position by identifying and shaping emerging IT trends through applied research and corporate venturing. SAP Research has highly skilled teams in 11 research centers worldwide.