SAP - Senior Customer Success Partner, SAP Concur Regulated Industries

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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. 

SUMMARY & ROLE INFORMATION

As part of the Enterprise Distribution organization, the Senior Customer Success Partner (CSP) for Regulated Industries will serve as a focal point for customers to achieve success with SAP Concur. You will develop high-trust relationships with clients, measured through revenue under management, retention, and relationship health. This strategic role involves working with some of our largest and most complex customers and SAP Concur’s internal teams, driving success across the Land, Adopt, Consume, and Expand cycle.

The CSP aims to maximize value for both customers and SAP through optimal solution adoption and consumption, aligning with leadership across Cloud Success Services (CSS), Partners, and Market Units to ensure strong local customer support and high customer value realization. Additionally, you will spearhead the development and execution of strategic initiatives and programs within the Enterprise Americas BU, collaborating with legal, finance, enablement, customer improvement, revenue operations, implementation/services, product, marketing, business development, and executive teams. This role will positively impact SAP’s business performance by securing renewals, collaborating with sales for up/cross-sell opportunities, and enabling business expansion.

EXPECTATIONS & TASKS

• Customer Engagement & Relationship Management:
  • Develop deep relationships with key customer decision-makers and executive sponsors.
  • Lead quarterly review meetings and assist with escalations and critical situations.
• Process Improvement & Cross-Functional Collaboration:
  • Identify and close gaps in existing processes for public sector operations.
  • Develop and implement strategies for continuous process improvement and operational efficiencies.
  • Facilitate complex discussions and remove roadblocks among cross-functional teams.
  • Management of problem resolution & assist with escalations and management of critical situations.
• Effective Communication & Public Sector Expertise:
  • Develop and deliver executive-level presentations, ensuring complex and dense materials are communicated clearly and effectively to leadership.
  • Understand and incorporate the nuances of Public Sector and Regulated Industries into the overall commercial domain.
  • Facilitate executive meetings that measure progress and business impact.
  • Remain knowledgeable on customer industry, strategy and market conditions.

EXPERIENCE & ROLE REQUIREMENTS

• Successful experience managing a large Regulated Industries & Public Sector clients with a high level of complexity, focus, and intensity. 
• Proven experience working cross-functionally to establish productive internal partnerships with designated cross functional team members and being the leader of client strategy and success.
• A creative self-starter, with energy, drive and a critical thinking skillset able to make independent decisions while managing competing customer priorities and internal deliverables.
• Proven program management expertise and excellent problem-solving and communication skills.
• Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to SAP Concur.
• Broad understanding of SAP solution portfolio and the business processes they enable.
• Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives.
• Expert governance and stakeholder management skills.
• Expert verbal/non-verbal communication, relationship building and executive presence skills.
• Experience consulting on complex global transformation programs and applying risk-mitigation strategies.
• Proficient in Salesforce and performance analysis tools.
• Ability to coach and mentor effectively.
• Expertise in process improvement and operational efficiencies within the public sector.
• Strong ability to develop and deliver executive-level presentations.
• In-depth understanding of the nuances of public sector and regulated industries and their integration into commercial operations (3-6 years experience).
• Experience driving customer value realization, renewals, expansions, and up-sells of subscription or perpetual license-based solutions.
• Broad understanding of SAP solution portfolio and the business processes they enable.
• Bachelor’s degree or equivalent required.
• Ability to travel up to 30%, as needed.
• 10 plus years of Customer Success, Account Management or Sales experience.

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Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.  

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 annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 132000 - 224400(USD) USD. The actual amount to be offered to the successful candidate 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. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 408638 | Work Area:Sales  | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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