Enterprise Customer Success Partner - Utilities (West)

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SUMMARY & ROLE INFORMATION

The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of assigned customers to drive mutual success across the Land, Adopt, Consume and Expand cycle. This role will focus upon customers who have made an investment into SAP with S/4HANA Private Cloud along with additional cloud solutions across other customer buying centers.  The objective of the E-CSP is to maximize the value that customers and SAP receive through adoption and optimal consumption of their entitled solutions. The role, by design, is cross functional and will align with leadership across Cloud Success Services (CSS), Partners, and the Market Units.

RISE with S/4HANA Private Cloud Edition is designed to provide innovation, flexibly, and cloud-like values while allowing on-premise customers to retain their existing ERP or S/4HANA investments by converting their current system(s) to the cloud. This subscription model delivers customers a modern, Cloud-based architecture hosted in SAP or Hyperscaler data centers. The E-CSP will be vital to ensuring the success of our RISE customers.

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, Cloud Success Services, Partners and the Market Units. 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 CSS 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

• Develops deep relationships with key Customer decision makers and executive sponsors and leads quarterly review meetings.
• Assists customers with transformational change by facilitating and coordinating cross functional involvement with solutions consulting and services delivery. 

EXPERIENCE & ROLE REQUIREMENTS

• Prior experience with Regulated Industries, specifically within Utilities 
• Experience driving customer value realization based on agreed business outcomes including driving renewals (Cloud and/or Maintenance related or as CSE), expansions and up-sells of subscription or perpetual license-based solutions)
• Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud value proposition.
• 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
• Experience consulting on complex global transformation programs and applying risk-mitigation strategies
• 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
• Bachelor’s degree or equivalent required
• Location preference for West coast based on customer needs

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 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: Careers@sap.com.

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is 116,400 - 251,800(USD) USD. The actual amount to be offered to the successful candidates will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process.  SAP offers limited benefits for employees hired into hourly or like roles subject to appliable plan/policy terms. A summary of benefits and eligibility requirements can be found by clicking this link:  SAP North America Benefits.

Requisition ID: 393320  | Work Area: Sales  | Expected Travel: 0 - 40%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid