Enterprise Customer Success Partner

**What we offer**

The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with 2 to 4 big accounts to drive mutual success across the Land, Adopt, Consume and Expand cycle. The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact via orchestrating resources across the product portfolio, Customer Engagement & Experience (CE&X) and post-sale, including Partners. The E-CSP drives business outcomes by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with line of business leaders to align the right SAP expert with each stage of the customer’s transformation. The E-CSP aligns with the regions and market units to ensure strong local customer support, supported by CE&X centers of experts. The E-CSP is responsible for assuring the continuity of the customer’s subscription and maintenance-based solutions and maximizing their usage. By assuring a high level of customer value realization, the E-CSP will positively impact SAP’s business performance, securing renewals, collaborating with sales for up/cross-sell opportunities, safeguarding recurring revenue, and enabling business expansion. Specific activities include:

- Execute enterprise-level Relationship Assessments and coordinate LoB Relationship Assessments
- Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBs
- Drive cross-LoB adoption, entitlements consumption and document business impact
- Secure renewals in collaboration with the Commercial Center as well with Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion
- Collaborate with sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion
- Proactively address improvement opportunities identified via NPS
- Remain knowledgeable on customer industry, strategy and market conditions
- Assist with escalations and management of critical situations
**EXPERIENCE & ROLE REQUIREMENTS**
- Experience driving customer value realization based on agreed business outcomes including driving renewals (Cloud and/or Maintenance related), expansions and up-sells of subscription or perpetual license-based solutions
- Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives
- Broad understanding of SAP solution portfolio and the business processes they enable
- Business outcome, value realization modelling, ROI experience
- Expert governance and stakeholder management skills
- Expert verbal/non-verbal communication, relationship building and executive presence skills
- Knowledge of SAAS and IAAS processes (e.g. provisioning, onboarding, customer support)
- Experience driving renewals, expansions and supporting up-sells of subscription or perpetual license-based solutions
Good understanding of cloud and on-premise solution/landscape is an advantage
- Ability to orchestrate across on-premise, maintenance and cloud solutions is a plus
- +15 years of experience in customer engagement roles
- Bachelor’s degree or equivalent required
- Proficiency Spanish and English are required, Portuguese is a plus
- Location: Madrid/Barcelona

Our vision is to drive world-class customer experience and business outcomes. We achieve this by passionately championing the success of our customers by inspiring and empowering people to lead, orchestrate, and deliver sustainable customer value.

**We are SAP**

**Our inclusion promise**
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. 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.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID:306362 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time |