Customer Success Partner

hace 6 días

Barcelona, Barcelona, España Sap A tiempo completo

About the Role

The Customer Success Partner (CSP) at SAP Signavio is responsible for the daily management of assigned Cloud customer accounts in the EMEA Region. This includes developing and implementing account management strategies, engagement plans, and expansion initiatives to drive profitable growth within these customers.

Key Responsibilities

  • Maximize the value that customers and SAP receive through SAP Signavio
  • Ensure customers deploy and use all their entitled subscription software
  • Serve as the primary point of contact for customers and maintain customer satisfaction through issue mitigation and escalation management
  • Retain revenue associated with customers within their portfolio
  • Effectively position the SAP Signavio value proposition to leverage adoption of our solutions and services
  • Manage the overall customer relationship in close alignment with sales
  • Accountable for customer's overall success, including renewals, adoption of SAP Signavio's solutions, customer health, and satisfaction
  • Develop a joint success plan based on customer's business goals
  • Maintain strategic alignment with customer and drive goal achievement
  • Conduct periodic customer reviews
  • Identify renewal risk and collaborate with internal teams to ensure a successful renewal
  • Identify upsell opportunities
  • Act as an interface between product management and the customer to drive product development
  • Serve as the voice of the customer and share insights about customer use cases and issues with SAP Signavio's Product team
  • Collaborate with Professional Services for customer enablement and deployments
  • Leverage customer relationships for prospect references & Marketing stories and identifying commercial opportunities

Requirements

  • Experience in business process management or process consulting
  • Prior experience in Customer Success Management or Technical Account Management
  • Profound experience in large enterprise business transformations covering the implementation journey and customer value realization
  • Proven ability to collaborate, build strong relationships and lead the conversation from executive level down with customers and within SAP
  • Deep understanding of SaaS Business Process Management technology or closely related

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