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Customer Success Partner Expert, SuccessFactors (Canberra based role)

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!




Please note:

  • Role is based in Canberra.
  • To be eligible for further consideration you will require Australian Citizenship or PR and an AGSVA issued security clearance (or the ability to obtain one)
  • We will prioritise applications currently residing in Australia given restricted visa and relocation availability related to Covid-19.


About the role:

The SAP SuccessFactors Customer Success Partner Expert (CSP) is the face of SAP for their assigned customers.


The role of the CSP is to build strong relationships with our customers, ensuring they get maximum value from their partnership with SAP by achieving their desired business objectives. The result of this engagement with the customer is increased customer satisfaction and referencability, revenue retention, solution adoption and ultimately customer growth.


The CSP influences customer satisfaction by driving focus on solution consumption to achieve business value, proactively monitoring customer health, and mitigating risk by orchestrating engagement activities through continuous relationship management.


The CSP has overall responsibility for the daily management of their assigned cloud customer accounts and this requires CSP’s to maintain a close working relationship with fellow SAP customer-facing teams to ensure we engage our customers with a unified one SAP approach. As a senior member of the Customer Success Partner team the CSP would also be responsible for providing guidance and coaching to newer team members


Trusted Advisor / Drive Customer Value:


The CSP is the customer’s trusted advisor and principle advocate into SAP. The CSP partners with their customers throughout the different phases of their transformation journey. Drawing upon their HR and business transformation experience, knowledge of the customer and industry insights and trends, they ensure the customer realises the full value of their SuccessFactors solution and ultimately their HR and business transformation.


This is demonstrated by:

  • Providing tailored guidance to customers on how best to deploy their SuccessFactors investment to successfully align their people strategy with their business objectives.
  • Be resourceful, creative, and able to work collaboratively with the entire VAT (incl. partners), especially Value Advisors (VA), Enterprise Architects (EA), and Enterprise Customer Success Principals (ECSPs).
  • Simplifying the customer’s experience with SAP by aligning and highlighting the various internal support and services teams, customer communities and online resources available to them.
  • Acting as the customer advocate internally, positioning customer insights, experiences and needs to be leveraged by the broader SAP business as we continually focus on our customer for life ethos.
  • Collaboratively developing a customer engagement plan, agreeing on the customer’s success metrics and promoting customer leading practices regarding cadence, objectives and partnership.
  • Partnering with customers to achieve active engagement in SAP lead initiatives such as customer satisfaction surveys, business transformational stories, customer reference program and SAP events.
  • HR Transformation



Solution Adoption / Revenue Retention & Growth:


The CSP’s focus is to create customer satisfaction, drive customer retention, subscription renewal, solution adoption and portfolio expansion for SAP. The CSP achieves this by building strong relationships with their customers and aligning solution opportunities to business and people strategies. In addition to this, CSP’s also enable their customers’ long-term success by advising them on leading practices regarding project deployment, change management, governance and support model structures. This is demonstrated by:

  • Creating and agreeing on a customer roadmap to improve product adoption and maximising the perceived value of the customer’s subscription.
  • Providing leading practice advice to their customers, leveraging their experience of enabling cloud technology, embedding governance and managing sustainable change.
  • Developing a proactive ‘customer first’ renewal and expansion plan whilst partnering with internal SAP teams to streamline the customer experience.
  • Understanding the customer’s business model and people priorities to identify potential risks and expansion opportunities within the existing SAP footprint.
  • Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.
  • Understanding customer’s business plans and people strategies to identify business growth opportunities.


Work Experience and Qualifications:


Proven experience in the following areas:

  • Experience in HR transformation programs of work
  • Experience in human resources, recruitment, learning, compensation or talent management.
  • Experience working with account management plans.
  • Experience working with complex customer engagements.
  • A self-starter, with energy, drive and the ability to manage multiple priorities.
  • Customer centric mindset.
  • Strong knowledge of SaaS models and Cloud mindset, ideally SuccessFactors.
  • Confident presenting to mid-size audiences.
  • Ability to identify customers / industry trends and design engagements to address these
  • Demonstrated experience in coaching / mentoring
  • Demonstrate solid understanding of best practice business processes, Public Sector and Defence, and competitive solutions.




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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.


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:303120 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Customer Success Partner Expert, SuccessFactors (Canberra based role)

Facility:  303120
Posted Date:  Nov 18, 2021
Work Area:  Sales
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Deakin ACT, AU, 2600

Job Segment: ERP, SAP, Database, Cloud, Customer Service, Technology