Virtual Customer Success Partner

**We help the world run better**

**Summary**:
The SAP Cloud Success Services organization is aiming to create 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 (**Virtual CSP** **Customer Success Partners**) to our customers after they have purchased an SAP solution. The objective of this function will be to optimize the customer onboarding and adoption processes to improve renewal rates, customer satisfaction and customer success in the Digital customer segment through a consistent, efficient, scalable methodology across different SAP cloud lines of business.

The role of the Customer Success Partner (CSP) has been an effective method when engaging with the most important customers (top 5%) in a high touch manner. In order to scale, SAP needs to develop engagement models for all customer classifications (remaining 95%). To close this gap, the role of a **Virtual Customer Success Partner (VCSP)** has been established for all SAP cloud lines of business. Virtual CSP’s will use a low touch/virtual engagement approach in order to provide an excellent customer experience across a number of customers. The Virtual CSP will be located in several e-centers globally and have access to the latest digital tools.

**The Role**:
**Respond to risk scenarios -** Virtual CSPs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices. Sharing SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1: many sharing sessions. Where relevant, experts will be brought in to address specific topics. Understand and deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal. Maintain customer interactions in Totango with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover. Document processes, create templates, and organize all content and team activities for transparency, team collaboration and effective onboarding of new Virtual CSPs as the role expands.

**Expanding responsibilities** **over time - **Increase enablement, adoption and usage of solutions that drive value for the customer. Identify areas for improvement across the existing subscription as well as additional software to help solve problems Support/Drive successful renewals working with all existing support teams (Renewal Center) The **Virtual CSP** needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes. The ability to influence teams reporting into the cloud LOB but supporting the Virtual Engagement shared service will be 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, 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.

**Requirements**:

- 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 S4HC, DSC, HXM, CX, Ariba it 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 collaborati