Client Success Consultant, Acceleration

2 weeks ago

Newtown Square, Pennsylvania, United States SAP SE Full time
POSITION SUMMARY

The Customer Success Partner, Acceleration (BTP) at SAP is dedicated to empowering clients to maximize their potential. Our organizational culture emphasizes teamwork and a collective commitment to enhancing global operations.


ROLE OBJECTIVES

This role primarily aims to facilitate the onboarding, adoption, and utilization of the SAP Business Technology Platform by our clients.

Beyond initial customer engagement, there is a significant focus on business development, including discovering use cases, providing guidance, and articulating value propositions.

The main customer engagement will revolve around new commercial offerings such as the BTP Enterprise Agreement and products like SAP Build Work Zone, Integration Suite, Datasphere, and SAP AI Core.

This position places you at the forefront of SAP BTP commercial innovation, driving customer success for these emerging offerings and enhancing the scalability of our team’s impact.

The Acceleration BTP CSP Team operates across various regions, fostering success through collaboration with regional CSPs focused on different customer segments and building relationships with other departments to ensure customer success.


KEY RESPONSIBILITIES

Engage with high-potential customers and those identified by LoB CSPs for integration or extension of SAP Applications.

Guide customers through the onboarding process for the SAP Business Technology Platform, addressing challenges and inquiries to facilitate adoption.

Document customer stakeholder information and project details throughout their journey.

Comprehend the customers' technology landscape, both SAP and non-SAP.

Highlight relevant use cases that have demonstrated successful adoption by similar customers in terms of technology landscape, industry, and geography.

Utilize pre-defined "Acceleration Packs" and various engagement methods, including virtual workshops, webinars, best practices, and thought leadership.

Maintain records of interactions, customer risk assessments, and health scores in the designated system.

Leverage appropriate escalation channels to assist customers during critical situations.

Build a robust internal network of colleagues and customer-facing personnel to support assigned accounts, including Account Executives, Product Management, Support, Deals Desk, Implementation Services, and Partners.

Contribute to the development and documentation of new Acceleration Packs that can be utilized by the customer engagement organization and provide feedback on new commercial offerings.

Engage clients early to understand their overarching goals, proactively position value, and assist with escalations or critical situation management.

Identify upsell opportunities and contract conversion potential, providing sales insights aligned with addressing customer business challenges.

Performance Metrics

Success will be measured by the growth of BTP Platform consumption among assigned customers, including upsells, qualification, and transitions to other CSP groups for ongoing relationship management.

Identify high-potential accounts for referral to high-touch BTP CSPs.


DEVELOPMENT OF ACCELERATION PACKS

Create use cases that serve as valuable assets for the customer engagement team and support the success of emerging BTP products.

QUALIFICATIONS

Possess technical Cloud Architecture experience, guiding customers from hands-on technical levels to strategic architecture as a full-stack expert.

Experience with cloud solutions, preferably SAP Cloud Platform, is essential. Ability to understand, explain, and draft Cloud Architectures is required.

Demonstrated ability to articulate the value of and position use cases and solutions to customers.

Exceptional communication (oral and written), presentation, program management, and organizational skills are necessary. A minimum of 1 year of experience in the IT industry is expected, with backgrounds in Software Engineering, Development Management, Project/Product Management, Pre-sales, Customer Engagement, Customer Success, Preferred Care, Consulting, etc.

Work Flexibility

Location flexibility within the United States is available, with a preference for candidates within proximity to an SAP office.


INCLUSION AND DIVERSITY

SAP is committed to fostering an inclusive culture that prioritizes health and well-being, ensuring that every individual feels valued and empowered to perform at their best.

SAP is proud to be an equal opportunity employer, welcoming applicants without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.


COMPENSATION TRANSPARENCY

SAP believes in the importance of pay transparency as a means to cultivate an honest and supportive workplace culture, demonstrating our commitment to pay equity.

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