Virtual Customer Success Partner (V-CSP) - Generalist MEE - Barcelona - German speakerWe help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
About the Role The SAP Cloud Success organization is aiming to create an industry-leading virtual customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance from SAP (via our Virtual Customer Success Partners) to our customers. Virtual CSPs will use a low touch/virtual engagement approach in order to provide an excellent customer experience across a large portfolio of customers (80-100).
The objective of this function will be to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business.
Further responsibilities: Onboard New customersConduct virtual onboarding sessions and regular check-ins during the implementation phaseShare important SAP resources with customers such as webinars, trainings, events, or relevant best practicesAssist customers in case of showstoppers and roadblocksDrive customer adoption and respond to risk scenariosEngage 1:1 with priority customers as well as execute 1:many initiatives to drive customer outcomes at scalePursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resourcesIdentify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practicesAct as trusted advisor and be first point of contact for non-technical inquiriesBuild and leverage a network of key internal stakeholders from different functions that can support customer successAnalyze and interpret customer data to prioritize customer engagementsContribute to improve overall customer satisfaction & accelerate SAP's reference pipelineRequirements: Location: Barcelona3+ years of experience in a client-facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management or ConsultingPrevious experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Digital Supply Chain, Human Experience Management, Customer Experience, or Ariba would be a plusExperience managing high volume of customer engagementsProven experience working with diverse, cross-functional teams, both virtually and globallyMotivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environmentStrong orientation towards teamwork and collaborationStrong interpersonal skills which aid to build relationships externally and internallyCreative problem solving under pressure when working through customer issuesExcellent listening, written and oral communication skillsFluency in English and German essential.Location: BARCELONA only
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.
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. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
Requisition ID: 400608 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
Posted Date: Aug 28, 2024
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