Requisition ID : 408236
Work Area : Sales
Expected Travel : 0 - 10%
Career Status : Professional
Employment Type : Regular Full Time
Career Level : T2
Hiring Manager : Laurence Hutchinson
Recruiter Name : Agustina Viturro
Additional Locations : ONLY Barcelona
What you'll do :
This is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that promote overall customer satisfaction, product adoption, and retention & renewals. The role manages diverse, high profile and/or key accounts.
Key tasks of this role :
Develop a trusted relationship with key stakeholders and decision makers.
Understand and respond to customer needs bringing the customers value into focus.
Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Success scorecard.
Provide expertise to customers' use of SAP Cloud solutions, focusing on SAP Cloud solutions.
Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
Provide personalized Quarterly Release Review & Continuous Trend analysis for Risk mitigation to support customer to develop an appropriate strategy that maximizes adoption.
Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.
What you bring :
You have a proven record of successful account management, a proactive learner, and a creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up, and documentation, and you delight in exceeding customer expectations.
Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations, and operations phases for cloud, standalone, or Hybrid.
Knowledge of SAP Preferred Success & Cloud Solutions and the included service offerings is an advantage.
Ability to deliver results under pressure, work independently and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic).
Excellent communication, enthusiastic, strong work ethic, and a positive attitude.
EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE
Bachelor or Honours Degree an advantage.
3 years' Customer Success Management or working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level.
Fluency in Italian and English is required (Mandatory). Spanish is a nice to have.
Experience in working in global/virtual teams is an advantage.
Meet your Team
We are a team of nearly 25 Customer Success Partners based in Ireland (77 Globally) supporting 1000+ customers and growing. Preferred Success safeguards customer success by delivering high value pro-active engagements with great effectiveness and consistency to all customers.
Our innovative, versatile, and consistent approach allows us to always put our customers' outcomes at the heart of everything we do, providing trusted advisors focused on delivering excellence, who deploy tailored engagement plans with best practice pre-defined content across all cloud solutions.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.
As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
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 feels included and can run at their best. At SAP, 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.
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.
If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: ******.
For SAP employees : Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M / F / Vet / Disability :
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
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