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Customer Success Partner Senior Advisor

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!

 

 

 

About the role:

 The SAP Customer Experience Customer Success Partner Senior Advisor (CSP) has overall responsibility for the daily management of assigned Cloud customer accounts. The CSP’s mission is to increase customer retention, renewals and upsells by building strong relationships with key customer stakeholders and ensuring customer adopt full functionality to maximise the value of their partnership with SAP. The CSP is the primary point of contact for the customer. They are expected to have a strong view of what ‘operating in the cloud’ means and be able to articulate that viewpoint to the customer. They are to join the customer on their Customer Experience business and digital transformational journey, advising them on potential bumps in the road, encouraging customers to adopt a cloud mindset, and identifying other SAP solutions that can support their success. They serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management.

 

Trusted Advisor / Drive Customer Value:         

The CSP is the customer’s trusted advisor and principal advocate into SAP. The CSP partners with their customers throughout the different phases of their transformation journey. This is demonstrated by:

  • Providing tailored guidance to customers on how best to deploy their CX investment to successfully align their Customer Experience strategy with their business objectives.
  • 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.
  • Responsible for follow-up activities with external customers regarding quality concerns and escalations to bring customer’s business to normal operations as soon as possible.
  • Collaboratively drive de-escalations of highly complex critical customer situations.
  • 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.
  • Maintain a close working relationship with other regional business teams driving a one-SAP mindset (Cloud LoB AEs, DBS sales and delivery teams, GADs, IAEs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts
  • Partnering with customers to achieve active engagement in SAP-led initiatives such as customer satisfaction surveys, business transformational stories, customer reference program and SAP events.

 

Solution Adoption / Revenue Retention & Growth through smooth BAU and operations:

The CSP’s focus is to promote 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, CSPs 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 knowledge of enabling cloud technology, embedding governance and managing sustainable change.
  • Consistently monitoring account health, identifying early warning signs for risk, and proactively addressing problems 
  • Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.
  • Act as primary escalation point for cloud solutions for those accounts within their portfolio

 

Work Experience and Qualifications:

Proven experience in the following areas

  • An engineering mindset with technical solutions understanding and architecture understanding
  • Experience acting as a trusted and technical advisor to customers
  • Experience managing complex customer engagements & difficult situations
  • Must have a bias for action, highly motivated and goal oriented with the proven ability to work independently and maintain a high level of collaboration across geographically diverse teams
  • Possess high degree of honesty, integrity and ability to maintain confidentiality
  • Experience in SAP CX preferred and experience in SAP Commerce cloud a plus
  • Requires a 4-year college degree or equivalent business experience
  • Strong knowledge of SaaS models and Cloud mindset
  • Business-level / advanced written and oral Japanese language
  • Excellent written and oral English language
  • Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook.

 

 

 

 

 

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:308412 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Customer Success Partner Senior Advisor

Facility:  308412
Posted Date:  Nov 18, 2021
Work Area:  Sales
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Tokyo, Tokyo, JP, 100-0004


Job Segment: ERP, Engineer, SAP, Cloud, Customer Service, Technology, Engineering