Digital Customer Success Partner Senior Advisor - t3 - bangalore - Devanahalli

Digital 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.

A Digital Customer Success Partner will:

• Complete proactive customer outreach at all stages of the customer lifecycle
• Meet & achieve account retention, pipeline building and revenue goals
• Conduct Customer Business Reviews to drive adoption and expansion of services
• Work in partnership with Client Sales Executives to identify upsell and cross-sell opportunities, and support delivery of add-on revenue goals
• Lead and drive smaller revenue deals to closure
• Establish relationship with customers as trusted advisor, drive customer value realization
• Contribute to organizational growth projects
• Maintain a clean book of business, ensure data integrity for the business
• Be a client advocate and a voice of reason as you cross-collaborate across internal teams.

Skills & Qualifications:

• 8 - 12 years of experience.
• Account management or customer engagement experience in managing and growing a large portfolio of existing global companies with a high-level of complexity, focus and intensity
• Experience managing high volume customer engagements
• Proven ability to work with virtual/social tools to engage with customers
• Track record in establishing, maintaining and growing relationships within each customer account
• Ability to uncover how a customer defines success and the ability to align that vision with Concur's delivery of value to create long term mutual partnerships
• Strong understanding and track record in Customer Life Cycle Management in driving customer adoption and value realization
• Proven track record of exceeding retention and revenue targets
• Highly structured approach with strong collaboration, communication and problem solving skills – ability to handle issue resolution and navigate customers
• Understanding of SaaS and ideally Concur solutions - ability to articulate the value of Concur solutions in solving customer business problems
• Strong business acumen and ability to drive a value based conversation
• Anticipate, identify and meet your customers' needs
• Facilitate client meetings that measure progress and business impact
• Motivate and mobilize customers and cross functional partners through collaboration and clear communication
• Drive achievement through disciplined planning and organization - setting objectives through the development of steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources
• Uncover opportunity through analysis, inquisitiveness and a deep understanding of your customer's business including initiatives and drivers and aligning those to solutions
• Thrive in a fast paced and evolving environment.

Position Requirements:

• Experience in Customer Success, Customer Engagement or Account Management role
• Proficient in written and spoken English
• Experience with managing Indian clients
• Enterprise Software & SaaS industry experience preferred
• A strong team player, can work collaboratively across multiple teams
• Strong written and verbal communication skills, including negotiating skills
• Passionate with a can-do attitude
• Strong problem-solving skills. Aptitude to assess a situation, define key objectives, make recommendations, and execute on action plans.

Our Customer Success organization serves as a focal point for our customers to achieve success with Concur. As a Digital Customer Success Partner, you will be responsible for a large portfolio of accounts in the lower segment. Digital CSP's will use a low touch/virtual engagement approach in order to provide an excellent customer experience by using our Digital tools. In this role, you will spend your days partnering with our Enterprise customers to provide strategic recommendations around maximizing the benefits of their subscription with Concur.