Customer Success Partner Advisor - Data And Analytics

Customer Success Partner

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.

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 include:

• 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 includes:

• 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
• Collaborates in devising long-term concepts
• May include team lead or supervisory responsibilities
• Contributes independently, resolves complex issues in own specialist area
• 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
• 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 include:

• Proactively engage with an assigned portfolio of customers with the goal of driving customers to leverage BTP as the platform-of-choice for integration, extension, innovation and analysis scenarios of the Intelligent Enterprise
• Partner with customers to sustainably increase consumption of SAP Business Technology Platform (BTP) services, and coordinate activities with the Account Team by building out a joint outcome based plan, and drive a mutual understanding of IT-Architecture and business value
• Understand the big picture, deliver expertise with digital transformation, and advise on technical and business architectures
• The primary SAP BTP strategic point of contact and will orchestrate success resources across SAP and customers leveraging assets of the SAP BTP engagement model
• Analyze your customer's technical needs and execute consumption plans for your assigned customers
• Provide recommendations and prepare the customer to make the best use of the solution, in alignment with SAP strategy and roadmap
• A voice of the customer to internal SAP stakeholders
• Work with colleagues from a broad variety of groups such as Cloud Success Services life-cycle relevant centers of experts, Account Teams, Pre-sales, Product Management groups, Support, Services, Partners, etc.
• BTP-CSP Senior Advisor may also be assigned to fulfill a customer's premium subscription services

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.

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: Careers@sap.com.