Enterprise Client Success Advocate

2 weeks ago

Washington, United States SAP SE Full time

Position Overview
The Enterprise Customer Success Partner (E-CSP) plays a crucial role in fostering long-term relationships with a select group of clients, ensuring their success throughout the entire engagement lifecycle.

Company Culture
At SAP, we prioritize collaboration and a shared commitment to enhancing global operations. Our environment is designed to support diversity, flexibility, and a focus on future-oriented initiatives.

Key Responsibilities
The E-CSP will:

  • Engage proactively with assigned clients to drive success in their adoption and utilization of SAP solutions.
  • Focus on clients who have invested in SAP's S/4HANA Private Cloud and other cloud offerings.
  • Maximize the value derived from SAP solutions through effective consumption and strategic alignment.
  • Serve as the primary post-sales contact, coordinating resources across various SAP teams to support client needs.
  • Facilitate communication between SAP experts and client executives to ensure alignment with business objectives.

Specific Activities Include:

  • Conducting enterprise-level Relationship Assessments and coordinating assessments across Lines of Business (LoB).
  • Developing and executing Outcome Success Plans that encompass all LoBs.
  • Driving cross-LoB adoption and documenting the business impact of SAP solutions.
  • Collaborating with sales teams to secure renewals and identify opportunities for expansion.
  • Addressing customer feedback and improvement opportunities identified through NPS.
  • Building strong relationships with key decision-makers and leading quarterly review meetings.

Qualifications
The ideal candidate will possess:

  • Experience in regulated industries, particularly in Federal and Aerospace & Defense sectors.
  • A proven track record of driving customer value realization and managing renewals and expansions.
  • Strong knowledge of S/4HANA Cloud value propositions and best practices.
  • Excellent communication and relationship-building skills, with the ability to navigate complex customer situations.
  • A solid understanding of cloud and on-premise solutions.

Our Vision
We aim to deliver exceptional customer experiences and drive significant business outcomes. By championing our customers' success, we empower them to lead and orchestrate sustainable value.

Commitment to Inclusion
SAP fosters a culture of inclusion, health, and well-being, ensuring that every individual feels valued and can perform at their best. We believe in the strength of diverse perspectives and invest in our employees to help them realize their full potential.

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