JAPAN Senior Customer Evolution Partner

Requisition ID: 442487

Work Area: Consulting and Professional Services

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T3

Hiring Manager: David Watson 

Recruiter Name: Haruko Tanaka

About SAP Customer Evolution

SAP’s Customer Evolution organization within Customer Success plays a critical role in protecting and transitioning our customers’ maintenance revenue from on-premise solutions to the cloud. As a customer evolution partner, you will work directly with customers in specific market unites and countries to safeguard against customer-initiated maintenance churn and drive the reinstatement of previously lost accounts, that enables field sales to maximize the addressable market. The mission is to ensure retention of at risk customers within SAPs installed base, through proactive engagements that aim to prevent maintenance churn from customer initiated maintenance terminations and to identify and drive customer reinstatements to allow for the field to profitably convert maintenance revenue into future cloud growth.  

This team is central to SAP’s AI-First, Suite-First strategy, ensuring our installed base remains on a supported path and is well-positioned for a seamless cloud transition.

The Role: Senior Customer Evolution Partner, APAC

As a CE Partner in APAC, you will play a pivotal role in driving the successful retention and renewal of SAP’s installed base. You will directly engage with high-value at risk customers who are dormant, slow-moving, or at risk of terminating SAP support, ensuring they are re-engaged and positioned for long-term success.

In this role, you will:

Own and Drive Customer Engagements

• Lead targeted engagements with customers at risk of churn or third-party maintenance.
• Define a set of activities in ‘at-risk’ or ‘off-support’ customers to deliver more value from Support offerings, highlight value of Support in business impact terms and safeguard these customers from leaving SAP Support and foregoing SAP innovation
• Drive programs that revitalize and influence customer journeys, ensuring a clear path with minimised risk toward SAP cloud adoption.
• Prepare compelling business and commercial cases to retain and reinstate customers

• Be involved in account planning and become a key member of VAT for ‘at-risk’ or ‘off-support’customers
• Lead proactive response to safeguarding ‘at-risk’ or ‘off-support’customers across the VAT and within the customer
• Lead content development in ‘must-win’ cases and support customer facing meetings where required

Safeguard Support Revenue and build the platform for future Cloud Growth

• Proactively defend annual support revenue through tailored retention strategies.
• Reinstate customers currently off SAP support that will lead to the field converting dormant revenue into incremental cloud growth.
• Build commercial proposals and value cases that resonate with customer innovation priorities.
• Work collaboratively with other SAP teams in CS in defining an approach, executive key deliverables and tracking and monitoring ‘at-risk’ customers
• Play a key role in defining the reinstatement approach to ‘off-support’ customers with a particular focus on delivering and highlighting the business impact and potential for innovation of reinstating SAP Support

Act as Trusted Advisor

• Build strong, senior-level relationships across customer organizations.
• Position the value of SAP Support and showcase SAP innovation roadmaps to strengthen long-term trust.
• Collaborate with Account Executives, Customer Advisory, and Solution Sales to align customer strategy with SAP’s offerings.

Enable Market Unit Success

• Support ongoing development of 3PM defence strategy working with other MUs within Customer Evolution
• Analyse and present key Support statistics to internal and external stakeholders to highlight risk and opportunity
• Identify at risk accounts and build strategies to mitigate the risk
• Provide market units with actionable insights into customer’s at risk and  who have a higher propensity to reconsider reinstatement

Qualifications

To succeed in this role, you should have:

Experience & Expertise

• 7+ years in customer success, account management, or solution advisory in the enterprise software or technology industry.
• Proven track record in support revenue retention, reinstatements and cloud transformation programs.
• Experience engaging at C-Level with strong ability to influence, negotiate, and align customer outcomes with SAP strategy.

Customer-Centric Mindset

• Strong understanding of SAP’s portfolio (ERP, HXM, BTP, CX, Supply Chain).
• Ability to create tailored value cases leveraging tools such as SAP Readiness Check, Customer Evolution Kit, and Process Discovery.
• Experience in mitigating 3rd Party Maintenance risks and revitalizing dormant customers.

Strategic & Commercial Acumen

• Deep knowledge of commercial models such as Extension and Reinstatement Policy.
• Ability to develop business cases and value realization frameworks that accelerate cloud adoption.

Collaboration & Execution

• Experience working in matrix organizations with Account Executives, Solution Sales, and Customer Success Management.
• Strong facilitation and presentation skills for customer-facing engagements.
• Fluent in English; additional APAC language skills (e.g., Mandarin, Japanese, Korean, Thai, Bahasa) highly regarded.

Why Join SAP Customer Evolution?

• Be part of SAP’s strategic transformation engine, directly driving customer retention, reinstatements that lead to cloud adoption.
• Work in a high-impact role where your expertise influences the future of SAP’s installed base in APAC.
• Collaborate across global and regional teams while engaging directly with some of SAP’s most strategic customers.
• Develop as a trusted advisor, thought leader, and key player in SAP’s AI-First, Suite-First strategy.

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 442487  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid