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Enterprise Customer Success Partner

2 months ago

Calgary, Alberta, Canada SAP Full time
About the Role

We are seeking a highly skilled and experienced Enterprise Customer Success Partner to join our team at SAP. As a key member of our customer success organization, you will play a critical role in driving business outcomes and ensuring customer satisfaction.

Key Responsibilities
  • Customer Transformation
    • Partner with our Virtual Account Team to establish customer transformation strategies
    • Coordinate the SAP value proposition across the account team, including mapping business cases to solution capabilities, prioritizing customer requirements, and creating implementation strategies with partners
    • Orchestrate business outcome-based roadmaps with both short and long-term focus
  • Solution Adoption and Consumption
    • Facilitate the creation of a success plan and an adoption plan
    • Facilitate the delivery of first value and mitigate adoption risk
    • Provide support for operational readiness
    • Drive full value of customer goals and provide recommendations for value case updates and continued adoption and consumption based on usage metrics
    • Function as the ERP focal point during customer transformation
    • Advise and align with our customers to industry best practices
  • Innovation and Growth
    • Build on customer momentum to ensure ongoing renewals and growth
    • Lead SAP industry best practices discussions to support our enterprise clients
    • Drive renewal by demonstrating achieved value and providing insights on solution optimization
    • Extend and accelerate customer transformation
    • Develop use cases to support expansion of and new value in customer priorities
    • Innovate with customer to fuel new growth
    • Facilitate customer references
Requirements
  • Experience with enterprise-level software organizations
  • Strong understanding of business architecture, including solution management, sales, presales, adoption/consumption, consulting, operational, or business development roles
  • Knowledge of cloud, hosted services, SaaS/PAAS/IAAS models, and cloud-based commerce/business models and networks
  • Experience advising complex, global transformations and driving customer outcomes, renewals, and expansions
  • Knowledge of SAP's offerings
  • Experience with business/financial case analysis and creation
  • Experience with business and IT alignment in large businesses, large business (account) management, account engagement design, and facilitation
  • Experience in a complex, matrixed environment
  • Record of building strong customer relationships
  • Strong industry experience within oil and gas (energy) and/or mining
  • Fluency in English, any other language an asset
  • Fluency in the language of local markets desirable
  • Education: Bachelor's degree (or equivalent) required, MBA or equivalent degree from accredited university preferred
  • Demonstrated experience supporting large accounts
  • Candidates must be located in the region corresponding to the account they will support
About SAP

SAP is a global leader in enterprise software and software-related services. Our innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. We are a cloud company with two hundred million users and more than one hundred thousand employees worldwide. Our 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. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.