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Summary : 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, guidance, and experts from SAP (Virtual CSP Customer Success Partners) to our customers after they have purchased an SAP solution.
The objective of this function will be to optimize the customer onboarding and adoption processes to improve renewal rates, customer satisfaction and customer success in the Digital customer segment through a consistent, efficient, scalable methodology across different SAP cloud lines of business.
The Role : Virtual CSP's will be working in a shared service environment covering multiple cloud solution accounts in the Digital Segment and interacting in a proactive (direct reach out) and reactive (inbound / web) way.
Target New Customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes.
V-CSPs will adapt a standard onboarding PPT to the specific customer and review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future via generic email and / or app.
Respond to risk scenarios V-CSPs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices.
Understand and deploy the use of the Customer Value Journey Methodology (CVJM) to support customers across the onboarding and adoption phases to a successful renewal.
Maintain customer interactions in Totango with the hope that as Digital customers achieve desired results / success and move into a new customer category all touchpoints and learnings are well documented for smooth handovers.
Document processes, create templates, and organize all content and team activities for transparency, team collaboration and effective onboarding of new V-CSPs as the role expands.
Expanding responsibilities over time - Increase enablement, adoption and usage of solutions that drive value for the customer.
Identify areas for improvement across the existing subscription as well as additional software to help solve problems Support / Drive successful renewals working with all existing support teams (Renewal Center).
Responsibilities : Engage with a large portfolio of customers across different SAP cloud solutions, assist and guide them through the different phases of the lifecycle including onboarding, adoption, value realization and renewal Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes, best practices Empathize with every aspect of the customer experience, putting customers' needs first Build and leverage a network of key internal stakeholders from different functions that can support customer success Schedule and deliver targeted customer best practice guidance along the customer onboarding lifecycle Monitor effectiveness and syndicate best practices for digital customer engagement as they relate to improving customer onboarding, NPS, adoption, reference-ability, renewal rates and upsells. Requirements : Location : Barcelona 3+ years of experience in a client facing role, ideally Pre-Sales or Customer Success, managing relationships with global, complex organizations, working with Cloud Business SaaS solutions. Previous experience working with SAP cloud SaaS solutions like ERP Cloud, DSC, HXM, CX, ISBN, BTP it would be a distinct advantage. Experience working in the IT (software) industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management and Consulting would be an advantage. Commercial experience including developing and executing account management plans. Experience managing high volume of customer engagements. Proven ability to work with virtual / social tools to engage with customers. Proven experience working with diverse, cross functional organizations, both virtually and globally. Motivation and flexibility to work in a high-growth organization, with the ability to learn quickly and adapt to a fast-changing environment. Strong orientation to teamwork and collaboration. Proven ability to network across SAP and other cloud delivery teams. Excellent listening, written and oral communication skills. Working with customers across Southern Europe & Italy, this job requires language fluency in English + native level of Italian and Spanish. Location : Barcelona only
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Requisition ID : 400600
Work Area : Sales
Expected Travel : 0 - 10%
Career Status : Professional
Employment Type : Regular Full Time
Additional Locations :
LI-Hybrid.
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