What we offer:The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of customers to drive mutual success across the Land, Adopt, Consume, and Expand cycle. The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact by orchestrating resources across the product portfolio, Customer Engagement & Experience (CE&X), and post-sale, including Partners. 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 CE&X 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 as 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.EXPERIENCE & ROLE REQUIREMENTS:Experience driving customer value realization based on agreed business outcomes including driving renewals (Cloud and/or Maintenance related), expansions, and up-sells of subscription or perpetual license-based solutions.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.#J-18808-Ljbffr
