Sales

Enterprise Customer Success Partner Manager-South Korea

 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.

What you’ll do

 

The Enterprise Customer Success Partner Manager is responsible for increasing customer adoption of Cloud ERP, HXM, CX, ISBN, and BTP as well as safeguarding renewals in Korea. This individual will help develop the skills of the Enterprise Customer Success Partner (ECSP) team, build a network of experts across the company that can help the team, and act as an executive contact at a subset of strategic accounts and well as SPOC for any region-specific topics related to Cloud ERP Customer Success.  

 

The focus of Enterprise Customer Success Partner Manager is to drive customer success within a geographic region or strategic industry, working cross-functionally across the commercial organization (Sales, Support, Product Management, Education, and Services Delivery) to insure the adoption of our cross-LOB, and/or Cloud ERP services. This individual leads a team of ECSPs by region to implement, expand and scale business operations to:

 

  • Deliver on Current Cloud Backlog growth achievement KPI by teaming across functions on specific New & Upsell license ACV growth, churn prevention, and early renewals or replacements.
  • Expand solution adoption and utilization as measured by the user base and orders, including RISE
  • Improve customer retention and reference-ability by delivering region or industry target rates for Contract Renewal 
  • Support regional business development initiatives, working with Sales, Marketing, Eco Systems teams to expand market and customer awareness of related Cloud ERP Services. 
  • Deliver against the Deployed ACV KPI for the assigned region or industry by assessing highest impact and working with ECSPs, Solution Area leaders, and Sales VPs to increase consumption of key SAP solutions.
  • Assess customer fit and deliver against the Cloud Offerings KPIs of Preferred Success, MaxAttention, Cloud Application Services (CAS), and Design Success to increase consumption of key SAP solutions.
  • Partner with the regional leadership across CSS, Sales, Delivery, and Product & Innovation teams to drive customer adoption, customer satisfaction, and expansion across all Cloud ERP customers in line with our Customer Transformation Journey & V2V model. 
  • Maintain executive-level contact with top Customers and lead/ manage thought leadership mechanisms with targeted customers 
  • Provide operational oversight into Account Management, including Customer Reviews, Solution Renewals/Expansions, and Customer Success programs 
  • Work with your team and peers to analyze customer business and market trends to develop customized engagement strategies 
  • Maximize the targeted customer’s use of SAP Cloud ERP and RISE
  • Establish regional level operating goals and forecast against these goals 
  • Provide feedback to your leadership regarding performance, product development needs, evolving strategy, and market and regional conditions affecting the business. 
  • Assess the performance of the region to establish internal strengths and weaknesses, providing recommendations on the development of people, reengineering of business processes, alignment of technologies to suit developing business and customer needs, and realignment of strategy to achieve regional targets. 
  • Demonstrate broad and deep knowledge of Cloud ERP solutions and RISE
  • Manage direct reports and support professional development 

 

As Enterprise Customer Success Partner Manager, you are responsible for supporting the success of not only your direct reports, but the success of all employees within the larger team you are a part of by helping to identify development opportunities and supporting team members to achieve their goals. You are expected to know about the members of your extended team and share insights with your peer Leads. Look for opportunities to coach and recognize employees directly and provide just-in-time feedback so that employees can reflect on your input immediately. 

 

What you bring

 

    • Experience with Customer Transformation Journey and V2V, especially in the post-sales commercial environment 
    • Deep knowledge of Renewals Management Business (incl. key processes around Forecasting, Contracting, etc.) 
    • Strong knowledge of Cloud ERP Portfolio including RISE
    • Proven ability to identify specific customer opportunities and convert them into Customer strategic plans 
    • Proven leadership and management skills 
    • Demonstrated experience in managing highly complex situations (incl. escalations), internally and with customers 
    • Business knowledge of the SaaS markets, including deep knowledge of SAPs offerings in market today. Competitive knowledge of SaaS solutions 
    • Experience in program management and client management 
    • Willingness to travel 
    • University degree, MBA will be an asset 
    • Experience in a complex matrix organization 
    • Experience with cloud solutions
    • 10+ years of overall work experience, specifically in the areas of: 
      • People Management 
      • Account Management 
      • ERP and Cloud solutions
      • Organizational Matrix management (support, education, consulting, product management, etc.) 

 

 

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 396939  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.

Requisition ID:  396939
Posted Date:  Jul 10, 2024
Work Area:  Sales
Career Status:  Management
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Seoul, KR, 06292

Job alert


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