Administration

Specialist Customer Success Partner - Digital Supply Chain_Returnship Program (Remote)

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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!

 

 

About SAP's Returnship Program:

 

SAP’s Returnship Program is a 20-week paid returnship, targeting mid-career professionals who’ve taken a 2+ year career break for caregiving, relocation or military service. Since 2018, SAP has offered a structured returnship program because we appreciate the skills you offer, the perspective you provide, and the contributions you will make.

 

What you’ll do:

 

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

 

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

 

The SCSP maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. AEs, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk and our ecosystem partners).

 

Territory Management:

 

  • Create and maintain a comprehensive view of the territory; Communicate customer life cycle status, common risks & issues, insights on usage and retention challenges
  • 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
  • Develop and implement account strategies and implementation plans for emerging and renewal customers

 

Build Account Relationships:

 

  • Develop trusting and deep relationship with customer stakeholders, by establishing regular cadence of interactions
  • Advocate for and become the Voice of the Customer within SAP; Understand competitive threats and utilize proper escalation channels to help customers during times of need
  • Promote customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)
  • Work with marketing to ensure customer groups meetings take place frequently in the territory and are communicated to customers

 

Nurture References: 

 

  • Drive customer references; Push for reference stories across accounts
  • Establish success metrics agreed with the customer; Track and address reference blockers for each account

 

Drive Value Realization:

 

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

 

Manage Retention: 

 

  • Manage the renewal cycle for customers in tight collaboration with the CRS.
  • Accountable for engagement with the customer, account team and other commercial stakeholders. 

 

Upselling/Cross-selling:

 

  • Provide sales teams with information about potential opportunity for license sales within and outside of the DSC portfolio 

 

What you bring:

 

  • 5+ years’ experience in 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 or services domain
  • Commercial experience, incl. developing account management plans and contract negotiations
  • Line of Business experience in Supply Chain, Asset Management, Manufacturing, Warehouse Management, or Transportation Management
  • Multilingual capability is an advantage depending upon region (minimum is local language + English)
  • Bachelor equivalent: Required
  • MBA or related post-Bachelor qualification is preferred
  • Travel expectation is up to 40% of time on-site with customers

 

#SAPReturnship

 

EX:OUT

 

 

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.

Requisition ID: 352904  | Work Area: Administration  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Limited Full Time   | Additional Locations: Virtual - USA #LI-Hybrid

Requisition ID:  352904
Posted Date:  Nov 23, 2022
Work Area:  Administration
Career Status:  Professional
Employment Type:  Limited Full Time
Expected Travel:  0 - 10%
Location: 

Boston, MA, US, 02109

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