Customer Success Partner

**We help the world run better**

About the role:
The SAP Customer Experience Customer Success Partner Senior Advisor (CSP) has overall responsibility for the daily management of assigned Cloud customer accounts. The CSPS’s mission is to increase customer retention, renewals and upsells by building strong relationships with key customer stakeholders and ensuring customer adopt full functionality to maximise the value of their partnership with SAP. The CSP is the primary point of contact for the customer. They are expected to have a strong view of what ‘operating in the cloud’ means and be able to articulate that viewpoint to the customer. They are to join the customer on their Customer Experience business and digital transformational journey, advising them on potential bumps in the road, encouraging customers to adopt a cloud mindset, and identifying other SAP solutions that can support their success. They serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management.

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 CX experience, knowledge of the customer and industry insights and trends, they ensure the customer realises the full value of their SAP Customer Experience solution and ultimately their business transformation. This is demonstrated by:

- Providing tailored guidance to customers on how best to deploy their CX investment to successfully align their Customer Experience 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 & success 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.
- Maintain a close working relationship with other regional business teams driving a one-SAP mindset (Cloud LoB AEs, DBS sales and delivery teams, GADs, IAEs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts
- Partnering with customers to achieve active engagement in SAP-led 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 promote 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.
- Consistently monitoring account health, identifying early warning signs for risk, and proactively addressing problems
- Developing a proactive ‘customer first’ renewal and expansion plan to secure long term customer retention whilst partnering with internal SAP teams to streamline the customer experience.
- Understanding the customer’s business model and 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.
- Act as primary escalation point for cloud solutions for those accounts within their portfolio

Work Experience and Qualifications:
Proven experience in the following areas
- Commercial experience including experience developing account management plans
- Experience acting as a trusted and strategic advisor to customers
- Experience managing complex customer engagements
- Must have a bias for action, highly motivated and goal oriented with the proven ability to work independently and maintain a hi