Job Description

Requisition ID: 222570
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
The Regional Customer Office Customer Success Executive (CSE) will work with customers to orchestrate their success across all SAP solutions, executing the CSE engagement process.
Purpose and Objectives
As part of SAP’s Customer First initiative, assuring customers achieve the maximum business outcome from their SAP investments, SAP has created a new role entitled Customer Success Executive (CSE). The CSE will engage proactively with customers to drive their success across the entire lifecycle of acquiring, implementing and appreciating the value from their SAP investments. The CSE will focus on helping the customer achieve their business outcomes via a harmonized experience with SAP. The CSE will have overall responsibility for the customer’s success with all of their SAP’s solutions & services. The CSE will be called upon as a strategic advisor to use his/her discretion and expertise to ensure successful projects throughout the customer engagement lifecycle. This is a strategic position requiring an individual to possess a high degree of experience with SAP products and services while being able to communicate effectively across organizations at all levels. The CSE’s efforts will have a positive impact on SAP’s business performance by assuring high value realization for the customer which in-turn will results in the customer renewing their subscription agreements, continuing their maintenance agreements and making new investments in SAP solutions and services.
Key Areas of Responsibility & Tasks
+ Work with the account team to define the overall strategy for customer success across all solutions, both cloud and on-premise
+ Participate in account planning sessions, taking a holistic view of the customer across all SAP solutions
+ Ensure that the overall account strategy and plan are properly conceived to minimize risk and maximize customer success
+ Identify adoption, customer satisfaction and related issues on an account that may derail other opportunities; develop plans to mitigate these risks
+ Inform and guide sales teams on how and where to most effectively and appropriately engage with the customer
+ Engage with account teams during roadmapping and deal structuring, helping to identify and mitigate risks associated with deployment/adoption/achievement of desired results
+ Position Customer First and SAP’s customer success capabilities to customers to address any concerns about their ability to realize the business outcomes they are looking for
+ Engage with customers up to the C-Level
+ Engage with and orchestrate enterprise-level success-related activities across the account team, customer success professionals, industry and solution management teams, development, support, services, other SAP organizations and partners as needed;
+ Drive success for a portfolio of customers, across the entire solution footprint, both cloud and on-premise, executing the CSE engagement process:
• Position the CSE role and process with the customer
+ Conduct Enterprise Relationship Assessment (ERA), both internally and then with the customer to establish the current and desired state across the 9 dimensions of success
+ Conduct LoB Relationship Assessment(s) as needed for individual LoBs, leveraging LoB assessment tools or an LoB-focused ERA
+ Define the Outcome Success Plan with the customer, based on the results of the Enterprise and LoB-level assessments, clearly articulating the path forward to achieve success as defined in clear, measurable terms
+ Execute the Outcome Success Plan, in conjunction with the customer and other aforementioned organizations
+ Establish and execute on-going governance process, including the measurement of results and tracking of progress relative to plans
+ Act as a point of escalation when needed
+ As re

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