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Virtual Customer Success Partner
hace 2 meses
About the Role:
The SAP Cloud Success organization is seeking a highly skilled Virtual Customer Success Partner to create an industry-leading customer engagement experience. This role will provide an easy-to-use digital entry point with on-demand access to self-help, guidance, and experts from SAP to our customers after they have purchased an SAP solution.
Key Responsibilities:
- Optimize 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.
- Develop engagement models for all customer classifications to close the gap between high-touch and low-touch customer interactions.
- Work in a shared service environment covering multiple cloud solution accounts in the Digital Segment and interact with customers in a proactive and reactive way.
- Target new customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes.
- Adapt a standard onboarding presentation to the specific customer and review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future.
- Respond to risk scenarios by being a point of contact for defined customer risk scenarios and helping to orchestrate appropriate communication channels for support.
- Share SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1:many sharing sessions.
Requirements:
This role requires a strong understanding of customer success principles, cloud solutions, and digital engagement strategies. The ideal candidate will have excellent communication and interpersonal skills, with the ability to work in a fast-paced environment and adapt to changing customer needs.
