We help the world run better About the Role The SAP Cloud Success Services 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 CSP's 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 interpreting customer data to prioritize customer engagementsContribute to improve overall Net Promoter Score (NPS) & 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 S4 Hana 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 skillsWorking with customers across the DACH-region, this job requires language fluency in German and EnglishWHAT YOU GET FROM US We build breakthroughs together. 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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 344428 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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