Lowongan Kerja : Enterprise Customer Success Partner (E-CSP) Expert
Deskripsi Pekerjaan : Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.Apply now!
Key Responsibilities & Tasks
The Enterprise Customer Success Partner (E-CSP) Expert engages proactively and continuously with a finite number of larger, more complex customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle.
The E-CSP Expert helps larger, more complex customers achieve business outcomes by engaging as a trusted advisor: assuring the promise of the intelligent enterprise with the customer’s senior executives; engaging with each LoB senior executive to align the right SAP expert with each stage of the customer’s transformation.
The E-CSP Expert reduces the number of SAP employees assigned to each customer by assuring (only) those that are providing in-the-moment value are present.
The E-CSP Expert is supported by multiple CE&X life-cycle relevant centers of experts.
The E-CSP Expert has overall responsibility for assuring the continuity of the customer’s subscription and maintenance based solutions and maximizing their usage/consumption.
By assuring and driving a high level of customer value realization, the E-CSP Expert positively impacts SAP’s business performance, securing renewals, reducing cancellations and enabling business to expand.
-Accountable and responsible for the customer’s success with all SAP subscription / maintenance-based solutions
-Engages in a success capacity fostering mutually beneficial relationships as a trusted advisor to senior & mid-level executives
-Governs and directs work to enable the documentation and supports customer’s business strategy, objectives & goals, reviews business cases, facilitates value realization
-Responsible for providing consistent and structured internal (VAT) / external stakeholder alignment & communication
-Executes enterprise-level Relationship Assessments and coordinates & consolidates LOB Relationship Assessments
-Develops and maintains enterprise-level Outcome Success Plan (OSP) and assures OSP presence and actioning for all LoBs
-Conducts regular customer success/business reviews to assess and deliver deeper customer value
-Stays knowledgeable on customer’s industry, business strategy and market conditions/climate
-Simplifies the customer engagement model by acting as the primary post-sales SAP face to the customer
-Orchestrates success resources across the product portfolio and CE&X (S-CSP, center resources, LCX, Pref Success, MGTM, etc.) to accomplish customer’s desired outcomes.
-Assures assignment and active / purposeful engagement of all post-sale SAP & Partner (incl. implementation partner), supporting roles as required
-Is supported by the CE&X Centers and other SAP resources for deeper subject matter expertise when required
-Assures customer is using and has a success plan for all their entitlements
-Assures improvement opportunities identified via NPS or other means are proactively address with the customer
-Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders
-Aligns and drives at the MU and Regional level to ensure strong local customer support coordination
Consumption & Commercials:
-E-CSP is non-billable, has no sales/pipeline quota, E-CSP is customer satisfaction, consumption & revenue retention focused
-Monitors cross LoB adoption, entitlements consumption, and documents business impact
-Identifies and mitigates risks to current and future recurring revenue
-Shares product roadmaps and timelines with customer for future evolution
-Manages customer cloud renewals and other commercial events
-Closes alignment with sales, discovers and communicates upsell/ cross-sell opportunities
-Assures customer is referenceable and facilitates reference process
-Experience & Educational Requirements
Experience & Language Requirements:
-+8 years of experience in account management related activities resulting in a demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status
-Deep knowledge of how companies operate / business models, strategies and LoB business processes and experience in managing complex customer engagements
-Demonstrated success in dealing with difficult customer situations, discussing complex and often sensitive issues with customer executives
-Proven ability in driving renewals, expansions and up-sells of subscription or perpetual license based solutions / services; sales savvy & able to identify new opportunities for customer to leverage new or expanded SAP solutions
-Deep knowledge of how SAP operates and drives “Land, Adopt, Consume & Expand” (LACE)
-Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits
-Knowledge of SAAS and IAAS processes, e.g. processes including provisioning, onboarding and customer support
-Experience with complex global transformation programs in a consulting or advisory capacity across a buying center portfolio and partner network
-Proven ability to operate in complex organizations, de-escalate and apply risk-mitigation strategies to customer situations
-Business outcome / value realization modelling and ROI experience; creation of account plans
-Excellent executive presence & strong relationship building skills
-Excellent verbal and non-verbal communication skills
-Strong program / project management
-Expert governance and stakeholder management skills
-Strong commercial / deal support skills especially subscription based
-Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in one or more LoB’s
-Established relationships with SAP MU leadership, account teams and Industry teams
-Deep understanding of LoB products, relationships with solution management organization and related partner ecosystem as appropriate
-Detailed understanding of navigating SAP’s support entitlements (e.g. ES, ESCE, PSLE) and related processes, organization(s) and tools (e.g., Customer Engagement Workplace, Totango, CRM, functionality adoption reporting etc.)
-Significant experience in business software, Bachelor’s degree or equivalent required (MBA preferred)
-Fluent English and Bahasa Indonesia for local clients support
We build breakthroughs together
SAP innovations help more than 400,000 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 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
We win with inclusion
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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careerssap
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 346957 | Work Area: Consulting and Professional Services | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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Lokasi : Jakarta
Tanggal : Thu, 30 Jun 2022 04:05:24 GMT