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.

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

• Bachelor or Honours Degree an advantage
• 3 years’ Customer Success Management or working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
• Experience in working in global / virtual teams is an advantage
• Work with customer assignments located in North America. CSP is required to align their daily shift pattern with local North America business hours Monday-Friday 3-11pm (Shift allowance allocated)

This 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. The role manages diverse, high profile and/or key accounts.

Key tasks of this role:

• Develop a trusted relationship with key stakeholders and decision makers
• Understand and respond to customer needs bringing the customers value in to focus.
• Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Success scorecard.
• Provide expertise to customers’ use of SAP Cloud solutions, focusing on SAP Cloud solutions.
• Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
• Provide personalized Quarterly Release Review & Continuous Trend analysis for Risk mitigation to support customer to develop an appropriate strategy that maximizes adoption
• Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.