New job Customer Success Partner Advisor in British Columbia

What we offer

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 Areas of Responsibility and Tasks

We put our customers first, so they have the best experience possible with SAP’s HANA Enterprise Cloud (HEC) service and solution offerings. We are the Intelligent Suite, we are brave, bold and deliver on our commitments. We celebrate when our customers win. Their success is our success.

The Customer Success Partner (CSP) works directly with our HEC customers to guide them through their journey with our offerings. The CSP works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the HEC service and solutions portfolio. They achieve this by building strong relationships with our customers and helping them maximize the value of their partnership with SAP.

The CSP oversees key customer milestones throughout the customer lifecycle, from deal signature, through to system provisioning, monitoring implementation progress and business case achievement.

The CSP is expected to serve as the strategic point of contact for the customer and to leverage appropriate resources across SAP functions to maintain overall customer health.

Position Responsibilities & Key Focus Areas

Account & Territory Management

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  The CSP has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.
• The CSP is accountable to create and maintain a comprehensive view of assigned accounts or their territory through proactive account planning, and alignment of customers’ business strategies to product, solution and partner road mapping.
• They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
• The CSP will leverage system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew.

Building Account Relationships

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  Develops trust and deep relationship with customer stakeholders, account key decision makers and executive sponsors by establishing regular cadence of interactions.
• Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
• The CSP will be managing accounts with complex systems, stakeholder networks and higher ranges of Total Managed Contract values.
• The CSP maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. IAE, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk, HEC Delivery and our ecosystem partners).
• Promotes customer community by driving participation in customer events (VIP and LoB-specific sessions, Reference Program, etc.).

Nurture References

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  Drives customer references; pushes for reference stories across accounts.
• Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account.

Drive Value Realization

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  Manages the renewal processes through qualification, needs analysis, commercial negotiation and close.
• Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, webinars, thought leadership, etc.

Manage Retention

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  The CSP is accountable for engagement with the customer, account team and other commercial stakeholders.
• The CSP manages the renewal cycle for their customers in tight collaboration with relevant internal stakeholders, effective positioning of the specific Line of Business value proposition to leverage adoption of our solutions and services necessary to support the customer.
• Drives opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth opportunities.
• Facilitates quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships.

Upselling/Cross-Selling

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  Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
• The CSP is a proactive member of assigned Virtual Account Teams and will provide sales teams with information about potential sales opportunity within and outside of the HEC portfolio.

Required Education, Work Experience & Other Competencies:

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  Minimum of Bachelor’s degree; MBA preferred
• +3 years’ experience in the following areas
  • Sales, Pre-Sales, Services or Solution/Product Management
  • Project management experience, including business process transformation and re-engineering
  • Experience managing complex customer engagements
  • Customer relationship management, sales, and sales team expertise in license, cloud or services domain
  • Commercial experience, incl. developing account management plans and contract negotiations
  • Line of Business experience in HEC, S/4 HANA, Hosting, Private Managed Cloud or equivalent experiences in other Cloud LoB’s
• Required Language Proficiencies: English and any local language spoken in job location; any additional multilingual skills, depending upon region are highly preferred
• Proficiency in Microsoft Office and in using various CRM systems, Totango as well as additional SAP internal systems and applications to manage accounts and opportunities

Additional Proficiencies & Skills Suited Toward Achievement of KPIs

• Deep Industry Experience (e.g. Healthcare, FSI, Regulated)
• Demonstrated achievement and experience within:
  • Customer Lifecycle Management
  • Customer Engagement/Success
  • Complex Account Management & Planning
  • Executive Communication
  • Consultative Selling & Negotiation Skills
  • Change Management Methods
  • Business Process and Financial Acumen
  • Innovative Thinking
  • Challenge Complexity
  • Quality Focus

We are SAP

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.

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.

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: Americas: [email protected] or [email protected], APJ: [email protected], EMEA: [email protected].

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:302941 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - Canada