Customer Success Partner
Vor 3 Tagen
**We help the world run better**
**Customer Success Partner (f/m/d) HXM Cloud**
**YOUR FUTURE ROLE**
The SAP SuccessFactors Customer Success Partner (CSP) has overall responsibility for the daily management of assigned Cloud customer accounts. This includes account management strategies for full system adoption and utilisation and expansion plans to ensure profitable growth within these customers. Everything the CSP does on a day-to-day basis with their customers, supports the goals of optimal system adoption, revenue retention and expansion. The CSP’s mission is to increase customer retention, renewals and upsells and cross-sells 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 expecting to have a very good view of what ‘operating in the cloud’ means and be able to articulate that viewpoint to the customer. They join the customer on their HR, business and digital transformational journey, advising them on potential bumps in the road, encouraging Cloud behavior and steering the customer away from the pitfalls of On Premise thinking. CSPs are field-based and are assigned to approximately 3-10 customer accounts, depending on size.
**Drive Value Realization**:
- Understand customer needs, and how to leverage SAP solutions to address them.
- Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP SuccessFactors.
- Consistently monitor account health, identify early warning signs for risk, and proactively address problems and drive solution consumption.
- Provide Quarterly Release Reviews to support customers to develop an appropriate strategy that minimizes impact on existing solution and assists in maximizing feature adoption and outcome optimization
- Proactive and reactive response to Early Warning System alerts for adoption and support derailers, orchestrate top issue management and provide trend analysis for proactive risk mitigation
**Effective Commercial Management**:
- Manage, track, and update account activities in terms of subscriptions, financial practices, contract terms, and product usage.
- Retain current revenue footprint and look for expansion opportunities.
- Work closely with administration and renewals to ensure renewal forecasts are executed on-time.
- Build Account Relationships:
- Develop trusting and deep relationship with multiple stakeholders.
- Understand various levels of customer organization (C-Level, System Admin/User, HR, Finance, IT, etc.).
- Advocate for and become voice of customer within SAP, understand competitive threats and utilize proper escalation channels to help customers during times of need.
**Manage Reference-ability**:
- Drive customer references and business transformational stories across accounts.
- Establish success metrics, annual goals and key objectives agreed with the customer.
**YOUR PROFILE**
- A self-starter, with energy, drive and the ability to manage multiple priorities.
- You are highly customer focused, a proactive learner and you enjoy customer success
- Verg good knowledge of SaaS models and Cloud mindset.
- Experience in Human Capital or Human Experience Management, Recruiting, Learning, Compensation and/or Talent-Management.
- Commercial and/or customer facing (pre-)sales experience including experience developing account management plans & contract negotiation.
- Project Management Experience
- Knowledge of HR system landscapes and the IT transformation from on-premise to Cloud
- Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook.
- Excellent English language skills, fluency - written and verbal - is a must
**We build breakthroughs together**
**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.
**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.
Requisition ID: 337563 | Work Area: Sales | Expected Travel: 0 - 50% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
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