WORK EXPERIENCE AND QUALIFICATIONS

Proven experience in the following areas:

E

• xperience in managing customer life cycle either with SAP customers, partners or consulting organisations.E
• xperience in SAP Customer Experience (CX) is preferred.S
• trong knowledge of SaaS models with a cloud mindset.S
• hould be an excellent problem solver who understands digital transformation.E
• xperience acting as a trusted and strategic advisor to customers.E
• xperience in managing complex customer engagements.E
• xcellent oral and written understanding of the Dutch & English language.C
• ommercial Mindset

ABOUT THE ROLE

The SAP Customer Experience (CX) Senior Customer Success Manager Advisor (S-CSM) is responsible for the daily management of selected CX customers. The S-CSM’s mission is to secure customer retention, renewals and drive upsells by building strong relationships with key stakeholders and ensuring adoption of functionality to maximise the value of customer partnership with SAP. The S-CSP is the primary point of contact and is expected to have a strong view of what ‘cloud operations’ means and be able to articulate that viewpoint to the customer.
Trusted Advisor / Drive Customer Value:
The S-CSM is the customer’s trusted advisor and principal advocate into SAP. A S-CSM partners with their customers throughout the different phases of their transformation journey

P

• rimary post-sales customer executive point of contact at Solution Area level, establishes and maintains engagement governance.A
• ssuring the continuity of the customer’s cloud subscription based solutions and maximizing their usage at the product level.P
• rovides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders.C
• onducts regular customer success/business reviews with the customer executives to assess and deliver deeper customer value realization.E
• xecutes Solution Area level Relationship Assessments.D
• ocuments and supports customer’s LoB level business strategy, objectives and goals, reviews business cases, facilitates value realization.D
• evelops, maintains, and actions Solution Area Outcome Success Plan (OSP).O
• rchestrates customer success and Premium Service delivery.C
• reating and agreeing on a customer roadmap to improve product adoption and maximising the perceived value of the customer’s subscription.P
• roviding leading practice advice to their customers, leveraging their knowledge of enabling cloud technology, embedding governance, and managing sustainable change.D
• eveloping 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.U
• tilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.A
• ct as primary escalation point for cloud solutions for those accounts within their portfolio.