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Virtual Customer Success Partner
hace 2 meses
We are seeking a highly skilled and experienced professional to join our SAP Cloud Success organization as a Virtual Customer Success Partner. In this role, you will play a critical part 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, guidance, and experts from SAP.
Key Responsibilities- Engage with a large portfolio of customers across different SAP cloud solutions, assist and guide them through the different phases of the lifecycle including onboarding, adoption, value realization, and renewal.
- Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes, and best practices.
- Empathize with every aspect of the customer experience, putting customers' needs first.
- Build and leverage a network of key internal stakeholders from different functions that can support customer success.
- Schedule and deliver targeted customer best practice guidance along the customer onboarding lifecycle.
- Monitor effectiveness and syndicate best practices for digital customer engagement as they relate to improving customer onboarding, NPS, adoption, reference-ability, renewal rates, and upsells.
- Location: Barcelona
- 3+ years of experience in a client-facing role, ideally Pre-Sales or Customer Success, managing relationships with global, complex organizations, working with Cloud Business SaaS solutions.
- Previous experience working with SAP cloud SaaS solutions like ERP Cloud, DSC, HXM, CX, ISBN, BTP would be a distinct advantage.
- Experience working in the IT (software) industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management, and Consulting would be an advantage.
- Commercial experience including developing and executing account management plans.
- Experience managing high volume of customer engagements.
- Proven ability to work with virtual/social tools to engage with customers.
- Proven experience working with diverse, cross-functional organizations, both virtually and globally.
- Motivation and flexibility to work in a high-growth organization, with the ability to learn quickly and adapt to a fast-changing environment.
- Strong orientation to teamwork and collaboration.
- Proven ability to network across SAP and other cloud delivery teams.
- Demonstrated ability to anticipate and solve problems and work across multiple tasks.
- Excellent listening, written, and oral communication skills.
- Working with customers across Southern Europe & Italy, this job requires language fluency in English + native level of Italian and Spanish.
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
