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What you'll do The Customer Success Partner (CSP) – SAP Signavio has overall responsibility for the daily management of assigned Cloud customer accounts in the EMEA Region, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.
The focus of this position is twofold: to maximize the value that customers and SAP receive through SAP Signavio and to ensure that the customers deploy and use all their entitled subscription software. The CSP is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management.
The CSP is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition to leverage adoption of our solutions and services necessary to support the customer. Manage the overall customer relationship in close alignment with sales.
Accountable for customer's overall success, including renewals, adoption of SAP Signavio's solutions, customer health, and satisfaction.
Develop a joint success plan based on customer's business goals.
Maintain strategic alignment with customer and drive goal achievement.
Conduct periodic customer reviews.
Identify renewal risk and collaborate with internal teams to ensure a successful renewal.
Identify upsell opportunities.
Act as an interface between product management and the customer to drive product development.
Serve as the voice of the customer and share insights about customer use cases and issues with SAP Signavio's Product team.
Collaborate with Professional Services for customer enablement and deployments.
Leverage customer relationships for prospect references & Marketing stories and identifying commercial opportunities.
What you bring Experience in business process management or process consulting.
Prior experience in Customer Success Management or Technical Account Management.
Profound experience in large enterprise business transformations covering the implementation journey and customer value realization.
Proven ability to collaborate, build strong relationships and lead the conversation from executive level down with customers and within SAP.
Deep understanding of SaaS Business Process Management technology or closely related.
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