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Enterprise Customer Success Partner

2 months ago

Fort Wayne, Indiana, United States SAP Full time

About the Role

The Enterprise Customer Success Partner (E-CSP) will play a vital role in driving customer value realization and ensuring the success of our customers. This role will focus on customers who have made an investment in SAP with S/4HANA Private Cloud along with additional cloud solutions across other customer buying centers.

Key Responsibilities

  • Proactively engage with assigned customers to drive mutual success across the Land, Adopt, Consume, and Expand cycle.
  • Focus on maximizing the value that customers and SAP receive through adoption and optimal consumption of their entitled solutions.
  • Align with leadership across Cloud Success Services (CSS), Partners, and the Market Units to ensure strong local customer support.
  • Assure the continuity of the customer's subscription and maintenance-based solutions and maximize their usage.
  • Drive business outcomes by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with line of business leaders to align the right SAP expert with each stage of the customer's transformation.

Requirements

  • Prior experience with Regulated Industries, specifically within Federal and Aerospace & Defense space.
  • Experience driving customer value realization based on agreed business outcomes including driving renewals (Cloud and/or Maintenance related or as CSE), expansions, and up-sells of subscription or perpetual license-based solutions.
  • Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud value proposition.
  • Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives.
  • Broad understanding of SAP solution portfolio and the business processes they enable.
  • Business outcome, value realization modeling, ROI experience.
  • Expert governance and stakeholder management skills.
  • Expert verbal/non-verbal communication, relationship building, and executive presence skills.
  • Knowledge of SAAS and IAAS processes (e.g., provisioning, onboarding, customer support).
  • Experience driving renewals, expansions, and supporting up-sells of subscription or perpetual license-based solutions.
  • Experience consulting on complex global transformation programs and applying risk-mitigation strategies.
  • Good understanding of cloud and on-premise solution/landscape is an advantage.
  • Ability to orchestrate across on-premise, maintenance, and cloud solutions is a plus.
  • Bachelor's degree or equivalent required.
  • Location preference for East Coast based on customer needs.

About SAP

SAP is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. We help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Our company culture is focused on collaboration and a shared passion to help the world run better. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Our Commitment to Inclusion

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. 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.