Customer Success Partner, Acceleration

1 week ago

Montréal QC, Canada SAP Full time

**Nous aidons le monde à mieux fonctionner**

Nous vous permettons de faire ressortir le meilleur de vous-même. Notre culture d'entreprise vise à aider nos employés à favoriser l'innovation en réalisant des percées ensemble. Comment? Nous nous efforçons chaque jour de jeter les bases de l'avenir et de créer un lieu de travail qui accepte les différences, valorise la flexibilité et s'aligne sur notre travail axé sur les objectifs et l'avenir. Nous offrons un environnement d'équipe hautement collaboratif et bienveillant qui met l'accent sur l'apprentissage et le développement, la reconnaissance de vos contributions individuelles et une variété d'avantages sociaux parmi lesquels vous pouvez choisir.

**BUT ET OBJECTIFS**

Ce poste vise principalement à aider nos clients à intégrer, à adopter et à exploiter SAP Business Technology Platform. Outre l’aide apportée au client pour la prise en main, vous prendrez en charge un volet de développement commercial centré sur la découverte de cas d’utilisation, l’orientation et l’exposition de la valeur ajoutée. Le principal axe client consistera à accompagner ceux qui bénéficient de nouvelles offres commerciales, telles que SAP BTP Enterprise Agreement, et de produits SAP BTP, tels que SAP Build Work Zone, SAP Integration Suite, SAP Datasphere et SAP AI Core. Cela vous positionnera à la pointe de l’innovation commerciale SAP BTP, où vous favoriserez la réussite des clients avec ces nouvelles offres et soutiendrez l’évolutivité de la présence de nos groupes.

L’équipe de CSP Acceleration BTP est une équipe régionale. Cette équipe pourra s’appuyer sur ses homologues, tout en travaillant en collaboration avec des CSP régionaux spécialisés dans d’autres segments de clientèle et en établissant des relations avec d’autres groupes pour favoriser la réussite des clients. Il s’agit notamment des collègues du support, des services, de la formation et de notre réseau de partenaires au sens large.

**ATTENTES ET TÂCHES**
- Intégrer les clients et les orienter dans SAP Business Technology Platform en accordant la priorité à la prise en main. Résoudre les problématiques et répondre aux questions pour éliminer les obstacles à l’adoption.
- Qualifier les nouveaux clients tout au long de leur parcours, en répertoriant les informations relatives aux parties prenantes du client et au projet.
- Connaître l’environnement technologique des clients, SAP et non-SAP. Mettre en avant les cas d’utilisation qui ont été adoptés avec succès par d’autres clients dans des situations similaires (environnement technologique, secteur, zone géographique, etc.).
- Tirer parti des « Packs d’accélération » et des cas d’utilisation prédéfinis, en particulier les ateliers virtuels 1:n, les webinaires, les meilleures pratiques et le leadership éclairé, comme méthodes d’engagement.
- Documenter et gérer les interactions, et l’indice d’état de santé et de risque client dans le système d’enregistrement.
- Utiliser les canaux d’escalade prévus pour aider les clients en cas de besoin.
- Établir un réseau de collègues et de personnel en contact avec les clients afin d’assister les comptes qui vous sont attribués, tels que les responsables de comptes, la gestion des produits, le support, le bureau des transactions, les services d’implémentation et les partenaires.
- Contribuer à concevoir et documenter de nouveaux Packs d’accélération pouvant être exploités par l’organisation chargée de la relation client et faire part des retours sur les nouvelles offres commerciales.
- Communiquer d’emblée avec le client pour appréhender la situation dans son ensemble, positionner la valeur ajoutée de façon proactive et faciliter les escalades ou la gestion des situations critiques.
- Identifier le potentiel de vente incitative et de conversion en contrat : communiquer les renseignements commerciaux sur les opportunités potentielles susceptibles de résoudre les problématiques de votre client.

**Objectifs/Indicateurs de performance clés**

La performance des CSP Acceleration Platform and Technology est mesurée d’après les éléments suivants:

- Croissance de la consommation de BTP Platform parmi les clients attribués. Mais aussi, ventes incitatives, qualification et transfert à d’autres groupes de CSP pour une gestion continue de la relation.
- Repérage des comptes à haut potentiel à transmettre à des CSP BTP à forte interaction.
- Conception et tenue à jour de Packs d’accélération : cas d’utilisation pouvant être utilisés comme ressources par l’équipe chargée de la relation client et pour favoriser la réussite des nouveaux produits BTP.

**EXPÉRIENCE ET EXIGENCES DU POSTE**
- Vous avez une expérience technique de l’architecture Cloud et pouvez guider les clients du niveau pratique technique à l’architecture et à la stratégie en tant qu’expert full

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