Customer Success Partner

SAP | Enterprise software and cloud services

2 hours 36 minutes ago

On-site

Full Time

China

Customer Success Partner Senior Advisor - CX

Consulting and Professional Services Apply now »

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Customer Success Partner

The Customer Success Partner engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Customer Success Partner is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Partner drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.

Core Tasks:

Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance
Build trusted relationships with customers in order to support value-based consumption focused activities
Monitors SLA performance and maintain high level of customer satisfaction
Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
Act as primary point of escalation for customers account issues
Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
Identify opportunities at customer to grow SAP footprint through expansion of licenses or services

Career Level Description

T3 (Senior)

Accountability

responsible for delivery of outcome of assigned projects or areas of responsibility
internally recognized senior on complex technical and business matters
works on large, complex activities, using demonstrated creativity and expertise and applying specialist professional knowledge to deliver high quality results / technical solutions
collaborates in devising long-term concepts
may include team lead or supervisory responsibilities

Complexity

contributes independently, resolves complex issues in own specialist area (e.g. cross-functional or cross-country projects)
works independently on topics while setting priorities having sole responsibility
provides regular project status and updates
decisions/solutions can enhance essentially current and future design and strategy
enhance complex systems & processes

Experience

advanced technical or business skills and special knowledge in one / several areas
individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations
typically several years experience with increasing amount of responsibility

Communication

builds and maintains partnerships with internal and external customers and partners
contributes actively to build common ground for cooperation
communicates clear and conveying processes & policies in a way that others can understand
communicates relevant messages in a timely manner and with constructive feedback to cross functional colleagues & managers

Key Responsibilities & Tasks

Purpose
To act as a trusted advisor and thought leader, delivering end-to-end customer success strategies that align with business goals and drive customer transformation. The role fosters cross-functional collaboration and ensures ongoing value and growth through innovative SAP solutions.
Key Responsibilities
include but are not limited to

Orchestrate the development of transformation roadmaps, business architecture, and desired customer outcomes in alignment with business cases and partner reviews
Coordinate SAP solution propositions delivered by solution advisors and execute outcome-based roadmaps for customers with a long-term view
Develop and implement Customer Success Plans, ensuring First and Full Value aligned with customer goals, and identify and mitigate risks.
Drive SAP solution renewal by demonstrating ongoing value and extending customer transformation to accelerate growth
Innovate and collaborate with customers to fuel new growth opportunities and ensure continuous business success

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 world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: [apply contact hidden].
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 457896 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Required Skills

analyticscloud_servicesdatabaseserplead_generation

Required Languages

🇬🇧 English