Virtual Customer Success Partner (VCSP) - Generalist Southern Europe & Italy - BARCELONAWe 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 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.
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 CSPs 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. Customers can connect with one of many V-CSPs via a shared email address, a work in process scheduling app or through the work in process 'Customer Watch List' as defined by internal stakeholders such as CSPs, support, product management, sales, consulting, etc.
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: Barcelona3+ 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 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.Demonstrated ability to anticipate and solve problems and work across multiple tasks.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
Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. 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.
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