Enterprise Customer Success Partner

**We help the world run better**

**SUMMARY & ROLE INFORMATION**

The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of assigned customers to drive mutual success across the Land, Adopt, Consume and Expand cycle. This role will focus upon customers who have made an investment into SAP with S/4HANA Private Cloud along with additional cloud solutions across other customer buying centers. The objective of the E-CSP is to maximize the value that customers and SAP receive through adoption and optimal consumption of their entitled solutions. The role, by design, is cross-functional and will align with leadership across Cloud Success Services (CSS), Partners, and the Market Units.

RISE with S/4HANA Private Cloud Edition is designed to provide innovation, flexibility, and cloud-like values while allowing on-premise customers to retain their existing ERP or S/4HANA investments by converting their current system(s) to the cloud. This subscription model delivers customers a modern, Cloud-based architecture hosted in SAP or Hyperscaler data centers.

The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact via orchestrating resources across the product portfolio, Cloud Success Services, Partners and the Market Units. The E-CSP drives 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. The E-CSP aligns with the regions and market units to ensure strong local customer support, supported by CSS centers of experts. The E-CSP is responsible for assuring the continuity of the customer’s subscription and maintenance-based solutions and maximizing their usage. By assuring a high level of customer value realization, the E-CSP will positively impact SAP’s business performance, securing renewals, collaborating with sales for up/cross-sell opportunities, safeguarding recurring revenue, and enabling business expansion. Specific activities include:

- Execute enterprise-level Relationship Assessments and coordinate LoB Relationship Assessments
- Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBs
- Drive cross-LoB adoption, entitlements consumption and document business impact
- Secure renewals in collaboration with the Commercial Center as well with Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion
- Collaborate with sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion
- Proactively address improvement opportunities identified via NPS
- Remain knowledgeable on customer industry, strategy and market conditions
- Assist with escalations and management of critical situations
- Develops deep relationships with key Customer decision makers and executive sponsors and leads quarterly review meetings.
- Assists customers with transformational change by facilitating and coordinating cross-functional involvement with solutions consulting and services delivery.

**EXPERIENCE & ROLE REQUIREMENTS**
- Experience driving customer value realization based on agreed business outcomes including driving renewals (Cloud, Maintenance, and other opportunities), 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
- 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
- Ability to travel up to 30%, as needed

Our vision is to drive world-class customer experience and business outcomes. We achieve this by passionately championing the success of our customers by inspiring and empowering people to lead, orchestrate, and deliver sustainable customer value.

LI-Remote

**We build breakthroughs together**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background