Virtual Customer Success Partner

hace 5 días

Barcelona, Barcelona, España SAP SE A tiempo completo
About the Role

The SAP Cloud Success organization is aiming to create a leading-edge virtual customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance from SAP to our customers. Virtual Customer Success Partners will use a low-touch/virtual engagement approach to provide an excellent customer experience across a large portfolio of customers.

Key Responsibilities:

  • Customer Onboarding: Conduct virtual onboarding sessions and regular check-ins during the implementation phase, share important SAP resources with customers, and assist customers in case of showstoppers and roadblocks.
  • Customer Adoption and Risk Management: Engage 1:1 with priority customers, execute 1:many initiatives to drive customer outcomes at scale, pursue high standards of customer engagement and satisfaction, and identify customers at risk and take appropriate actions.
  • Stakeholder Management: Build and leverage a network of key internal stakeholders from different functions that can support customer success.
  • Data Analysis: Analyze and interpret customer data to prioritize customer engagements.
  • Customer Satisfaction: Contribute to improve overall customer satisfaction and accelerate SAP's reference pipeline.

Requirements:

  • Location: Barcelona
  • 3+ 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 Consulting
  • Previous experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Digital Supply Chain, Human Experience Management, Customer Experience, or Ariba would be a plus
  • Experience managing high volume of customer engagements
  • Proven experience working with diverse, cross-functional teams, both virtually and globally
  • Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment
  • Strong orientation towards teamwork and collaboration
  • Strong interpersonal skills which aid to build relationships externally and internally
  • Creative problem-solving under pressure when working through customer issues
  • Excellent listening, written, and oral communication skills
  • Fluency in English and German essential

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