Specialist Customer Success Partner - Customer Experience - Canada

at  SAP

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.

S-CSPs enable their customers’ long-term success through multiple account management avenues. These are some of the core account management practices utilized.

• Working with customers to develop their roadmaps to improve consumption and maximize the value of the customer’s subscriptions
• Providing leading practice advice and guidance to customers for operating their SAP CX cloud solutions
• Understanding customers’ business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunities
• Developing and executing a proactive “customer first” renewal and expansion plan in conjunction with other internal SAP account team members
• Utilize commercial and business acumen for commercial queries, ensuring licensing compliance and optimized contractual opportunities
• Identifying upsell and cross-sell opportunities, while leveraging the entire VAT for added collaboration, insight and/or guidance
• Understanding and leveraging Customer Success services to drive maximum value to customers
• Increasing the number of CX referenceable touchpoints in your assigned portfolio
• Working with customer(s) to join the Customer Reference program and helping to create assets in relation to their CX journey
• Educating customers on business relevant resources and tools such as the support portal, community events, industry insights, key events etc.
• Planning and orchestration of Preferred Success Services to support customer value realization
• Coordinating and leading regular governance calls with customers, third-party partners, and SAP account team members
• Build trusted relationships with customers and internal teams through proactive engagement and by delivering consistent experiences
• Administrative accountabilities tied to measuring customer success metrics, account management, renewals, and system data hygiene
• Escalation and advocacy role for your assigned accounts to drive positive customer outcomes along with referenceable brand ambassadors of SAP
• Special projects and workstream initiatives