The HXM Specialist Customer Success Partner (S-CSP) - Advisor proactively engages with an assigned portfolio of less complex customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle. The S-CSP Advisor provides value and expertise regarding specific LoBs, in order to assure the continuity of the customer's cloud subscription-based solutions and maximizing their usage at the product level. They are supported by multiple CE&X life-cycle relevant centers of experts. This should result in achieving business outcomes by supporting the customer's executives within a customer's buying center. The end goal is to secure renewals and reduce cancellations and potentially to identify expansion opportunities. An S-CSP Advisor may also be assigned to fulfill a customer's premium subscription services.
1. Customer Success: Engages with mid-level executives within the customer's buying center / LoB as a trusted advisor to ensure customer's success with SAP cloud subscription solutions with a given Domain or scope of assignment.Executes LoB/Buying Center level Relationship Assessments and provides implementation guidance and ensure implementation success (activation).Develops, maintains, and actions buying center or LoB-level Outcome Success Plan (OSP) and conducts regular customer success/ business reviews to assess and deliver deeper customer value, i.e. to drive customer consumption and usage of all entitlements within the LoB / buying center.2. Engagement & Coordination: Coordinates success resources across SAP to accomplish customer's desired outcomes.Addresses improvement opportunities identified via NPS or other means.Assures assignment and active / purposeful engagement of LoB post-sale SAP & Partner (incl, implement partner) supporting roles as required.Is supported by the CE&X Centers and other SAP resources for deeper subject matter expertise when required.3. Consumption & Commercials: Monitors and drives LoB(s) adoption / consumption and documents business impact.Identifies and mitigates risks to current and future reoccurring revenue.Manages customer cloud and premium subscription (if applicable) renewals and other commercial events.Experience: +3 years of experience in the following areas:SaaS or Cloud Solutions experience a plus.Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook.Excellent verbal and non-verbal communication skills.Excellent analytical skills.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.
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.
Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity.
Requisition ID: 410532 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
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