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Customer Success Executive (CSE), Chief Customer Office Job

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Date: May 16, 2019

City: Palo Alto, CA, US

Company: SAP

Requisition ID: 212587
Work Area: Sales Support
Expected Travel: 0 - 90%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

ABOUT THE CHIEF CUSTOMER OFFICE

To continuously demonstrate SAP’s value to customers, SAP established the Chief Customer Office.  The Chief Customer Office is an SAP investment to drive the successful implementation and adoption of SAP solutions with our most strategic customers across North America.

PURPOSE AND OBJECTIVES

As part of SAP’s Customer First initiative, assuring customers achieve the maximum business outcome from their SAP investments, SAP has created a new role entitled Customer Success Executive (CSE). The CSE will engage proactively with customers to drive their success across the entire lifecycle of acquiring, implementing and appreciating the value from their SAP investments. The CSE will focus on helping the customer achieve their business outcomes via a harmonized experience with SAP.  The CSE will have overall responsibility for the customer’s success with all of their SAP’s solutions & services. The CSE will be called upon as a strategic advisor to use his/her discretion and expertise to ensure successful projects throughout the customer engagement lifecycle.  This is a strategic position requiring an individual to possess a high degree of experience with SAP products and services while being able to communicate effectively across organizations at all levels. The CSE’s efforts will have a positive impact on SAP’s business performance by assuring high value realization for the customer which in-turn will results in the customer renewing their subscription agreements, continuing their maintenance agreements and making new investments in SAP solutions and services. 

EXPECTATIONS AND TASKS

  • Aligns with and earns trusted advisor status with C-level customer executives
  • Has overall accountability for success of all SAP products / services at customer across cloud and on premise
  • Capable of effectively orchestrating SAP, partners and customer resources, coaches / advises resources, serves as point of escalation for other roles involved with customer
  • Provides governance and visibility across entire relationship with customer
  • Acts as advocate for the customer and brings intelligence on SAP products back to development (e.g., simplify processes, make customer successful, Run Simple activities)
  • Recommends appropriate solutions to customer using knowledge of their business and trusted advisor status
  • Informs and guides the sales teams on how and where to most effectively and appropriately engage with the customer
  • Manages a portfolio of customer assignments containing a mix of short-term (e.g., 2 – 8 months) and longer-term (e.g., ~2 years) assignments
  • Follows common engagement methodology for CSE role which involves assessing customer / SAP relationship, creating outcome success plans and driving ongoing governance and communication among SAP, Partner and customer resources
  • Provides strong program / project management at enterprise / account level to assure proper cross-LOB / solution governance and customer success
  • Identifies appropriate resources to remedy specific customer challenges when standard processes fail or are not sufficient
  • Promotes the SAP Customer First tenets and enables others on engaging with the customer at the center
  • Establish a network within and outside of SAP
  • Establish and maintain a strong relationship with SAP account teams, along with Industry and Solution Management teams
  • Establish and maintain a strong relationship with SAP's Alliance Partners, Development,

Support and Service Organizations

  • As required, work with De-Escalation management with internal teams, partners and customers

SKILLS AND COMPETENCIES / EDUCATION AND QUALIFICATIONS

  • Excellent executive presence
  • Expert relationship building skills at highest levels of company
  • Consultative engagement experience and skills
  • Strong customer focus and empathy for customer situations
  • Strong knowledge of how companies operate / business models, especially end-to-end business processes
  • Broad understanding of SAP solutions portfolio and the business processes they enable
  • Understanding of different characteristics of SAP’s business models e.g., cloud vs. on premise
  • Ability to manage through customer crisis
  • Business value realization modelling and ROI experience
  • Strong program / project management skills
  • Excellent verbal and non-verbal communication skills
  • Deep knowledge of SAP internal organizations (a plus)
  • Sales awareness and ability to identify new opportunities for customer to leverage new SAP solutions
  • Comfortable in delivering complex and sensitive issues to customer executives in a tactful manner
  • Bachelor’s degree or equivalent required (MBA preferred)
  • Business level English: Fluent

WORK EXPERIENCE

  • 10+ years of experience in complex business software / IT solutions
  • Experience working in and around and cloud and on-premise software solutions, deep understanding of the characteristics, challenges and benefits of each
  • Knowledge of SAAS and IAAS processes including provisioning, onboarding, and customer support
  • Experience with complex global transformation programs in a consulting or advisory capacity across the SAP product portfolio and partner network
  • Proven ability to manage highly complex organizations and apply risk-mitigation strategies to customer situations
  • Demonstrated success in dealing with difficult customer situations.
  • Demonstrated knowledge on consultative selling and implementation methodologies

WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations: Virtual - USA


Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto

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