Customer Success Specialist
4 weeks ago
At SAP, we empower individuals to achieve their best. Our corporate culture emphasizes teamwork and a shared commitment to enhancing global operations.
Role Overview:
As a Specialist Customer Success Partner (S-CSP), you will oversee designated cloud customer accounts on a daily basis. Your responsibilities will include:
- Implementing account management strategies and formulating engagement and expansion plans.
- Coordinating Customer Success services to foster growth in product usage and consumption.
- Maximizing customer value from their investments in SAP CX cloud solutions while promoting revenue growth and protection.
Key Responsibilities:
- Enhancing customer outreach to ensure retention and high renewal rates.
- Providing expert advice to customers on optimizing their SAP CX cloud solutions.
- Understanding customer business models, objectives, and potential risks to identify expansion opportunities.
- Developing proactive renewal and expansion plans in collaboration with internal SAP account teams.
- Utilizing commercial acumen to address licensing compliance and optimize contractual opportunities.
- Facilitating customer participation in the Customer Reference program and assisting in creating relevant assets.
- Educating customers on valuable resources such as support portals, community events, and industry insights.
- Planning and orchestrating Preferred Success Services to support customer value realization.
- Leading regular governance meetings with customers and SAP account teams.
- Managing administrative tasks related to customer success metrics and account management.
- Advocating for assigned accounts to drive positive outcomes and develop brand ambassadors for SAP.
- Engaging in special projects and initiatives.
Qualifications:
- Approximately 5+ years of experience in customer engagement or similar roles.
- Strong analytical and innovative thinking skills.
- Excellent oral and written communication abilities, capable of presenting recommendations to senior leadership.
- Experience with SAP Customer Experience is highly desirable.
- Proven ability to develop account management plans and navigate complex organizational structures.
- Technical aptitude is preferred but not mandatory.
- Familiarity with tools for tracking and analyzing customer behavior (e.g., Totango, Salesforce).
- Bilingual proficiency in English and French is a plus.
Our Commitment:
SAP is dedicated to fostering an inclusive workplace where everyone, regardless of background, can thrive. We are proud to be an equal opportunity employer and uphold affirmative action principles.
Employment Type: Regular Full Time
Additional Locations: #LI-Hybrid
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