Enterprise Customer Success Partner

2 weeks ago

Canada SAP SE Full time
Job Description

About the Role

The Enterprise Customer Success Partner is a key member of the SAP team, responsible for driving customer success and transformation. This role requires a strong understanding of business architecture, cloud-based commerce, and business models.

Key Responsibilities

  • Customer Advisory: Advise customers on SAP business capabilities and benefits, driving the end-to-end customer journey from discovery to realization.
  • Transformation Planning: Help define and drive customer transformation, value realization, and successful business outcomes.
  • Implementation Strategy: 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.
  • Business Outcome-Based Roadmaps: Orchestrate business outcome-based roadmaps with both short and long-term focus.
  • Success Planning: Facilitate creation of a success plan and an adoption plan.
  • Value Delivery: Facilitate delivery of 1st value and mitigate adoption risk.
  • Operational Readiness: Provide support for Operational Readiness.
  • Value Optimization: Drive full value of customer goals and provide recommendations for value case updates and continued adoption and consumption based on usage metrics.
  • Industry Best Practices: Function as the ERP focal point during customer transformation and advise and align with our customers to Industry best practices.
  • Customer Momentum: Build on customer momentum to ensure ongoing renewals and growth.
  • SAP Industry Best Practices: Lead SAP industry best practices discussions to support our enterprise clients.
  • Renewal and Growth: Drive renewal by demonstrating achieved value and providing insights on solution optimization.
  • Customer Transformation: Extend and accelerate customer transformation.
  • Use Cases: Develop use cases to support expansion of and new value in customer priorities.
  • Innovation: Innovate with customer to fuel new growth.
  • Customer References: Facilitate customer references.

Requirements

  • Experience: Experience with Enterprise Level software organizations.
  • Business Architecture: Strong understanding of business architecture which could include Solution Management, Sales, Presales, Adoption/Consumption, Consulting, Operational or Business Development roles.
  • Cloud-Based Commerce: Knowledge of Cloud, Hosted Services, SAAS/PAAS/IAAS models and cloud-based commerce/business models and networks.
  • Complex Transformations: Experience advising complex, global transformations and driving customer outcomes, renewals, and expansions.
  • SAP Offerings: Knowledge of SAP's offerings.
  • Business Case Analysis: Experience with business/financial case analysis and creation.
  • Business and IT Alignment: Experience with business and IT alignment in large businesses, large business (account) management, account engagement design and facilitation.
  • Complex Environment: Experience in a complex, matrixed environment.
  • Customer Relationships: Record of building strong customer relationships.
  • Industry Experience: Strong industry experience within Oil and Gas (Energy) and/or Mining.
  • Language: Fluency in English, any other language an asset.
  • Education: Education: Bachelor's degree (or equivalent) required, MBA or equivalent degree from accredited university preferred.
  • Supporting Large Accounts: Demonstrated experience supporting large accounts.
  • Location: Candidates must be located in the region corresponding to the account they will support.

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