Customer Success Strategist

hace 1 semana


Barcelona, Barcelona, España Sap Se 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 account management strategies, engagement plans, and expansion plans to ensure profitable growth within these customers. The CSP serves as the primary point of contact for the customer and maintains customer satisfaction through issue mitigation and escalation management. Key responsibilities include retention of revenue associated with customers within their portfolio, effective positioning of the Line of Business value proposition, and adoption of SAP Signavio's solutions and services necessary to support the customer.

Key Responsibilities:

  • 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:
  • 5+ Years' experience in business process management or process consulting.
  • Prior experience in Customer Success Management, 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.
  • Demonstrated ability to manage priorities in complex problem-solving scenarios.
  • Fluent in English & Spanish. Italian and Portuguese would be a plus.


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