Virtual Customer Success Partner

hace 1 mes

Barcelona, Barcelona, España Sap Se A tiempo completo
About the Role

We are seeking a highly skilled Virtual Customer Success Partner to join our SAP Cloud Success organization. As a Virtual Customer Success Partner, you will play a critical role in creating 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.

Your primary objective 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.

Key Responsibilities
  • Onboard new customers and conduct virtual onboarding sessions and regular check-ins during the implementation phase
  • Share important SAP resources with customers, such as webinars, trainings, events, or relevant best practices
  • Assist customers in case of showstoppers and roadblocks, drive customer adoption, and respond to risk scenarios
  • Engage 1:1 with priority customers and execute 1:many initiatives to drive customer outcomes at scale
  • Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources
  • Identify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practices
  • Act as a trusted advisor and be the first point of contact for non-technical inquiries
  • Build and leverage a network of key internal stakeholders from different functions that can support customer success
  • Analyze and interpret customer data to prioritize customer engagements
  • Contribute to improve overall customer satisfaction & accelerate SAP's reference pipeline
Requirements
  • 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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