Head of Cloud Success Services Switzerland

vor 2 Wochen

Zurich, Schweiz SAP Vollzeit

**We help the world run better**

**PURPOSE AND OBJECTIVES**

The Cloud Success Services (CSS) organization is focused on supporting our customers in accelerating the value they realize from their SAP investments as well as strengthening their success in the cloud. The team brings services offerings to the market to accelerate cloud adoption and consumption, and works in a manner that is bold, future-focused and unified to propel our customers forward.

**EXPECTATIONS AND TASKS**

The CSS Switzerland Market Unit (MU) Leader (f/m/d) is a key management position accountable for driving business success as well as the implementation of the Land-Adopt-Consume-Expand engagement model in the market unit. The role reports to the CSS MEE Leader, and will work closely with the CSS Switzerland and MEE leadership as well as stakeholders across CSS and SAP.

You will elevate Adopt and Consume to their full potential in the market unit to foster customer as well as partner engagement and for all relevant customer scenarios. Additionally, you will build, inspire and lead a diverse team that delivers a simple to consume adoption and consumption portfolio driving customer outcomes and cloud success.

**Expected responsibilities and key tasks include**

Strategic & Transformation Responsibilities
- Translate the overall Customer Success (CS) and CSS vision for adoption and consumption into MU context and inspire an organizational execution and commitment across all teams within the MU and regional CSS teams (Sales, Center, COO and other cross functions, global CS teams).
- Drive a successful integration of the newly formed CSS organization in true spirt of 1+1 > 2
- Implement at MU level the Customer Success engagement model Land-Adopt-Consume-Expand to drive state-of-the art customer interactions (e.g., ensure execution of high
- & low-touch engagement models driving adoption and consumption in all customer segments).
- Ensure customers are deriving value from their technological investments through the positioning and realization of a simple to consume adoption & consumption portfolio.
- Lead the transformation toward Customer Success’ focus on customer outcomes, i.e., enhance and execute regional and MU specific plans for higher customer outcomes including realized value/ROI, time-to-adoption and to-value, best-practice adoption and risk mitigation.
- Balance out specific solution area customer requirements with customer segment specific cross-solution activities by setting clear direction on MU priorities and market requirements
- Design and execute the MU go-to-market strategy for the prioritized Services and Success Categories around the Land-Adopt-Consume-Expand engagement model in alignment with MU MD, MU and LoB sales organizations
- Execute Partner/Ecosystem Success Services as an extension of SAP’s commitment to customer experience and support the partner/ ecosystem readiness in strong collaboration with regional/MU Partner Ecosystem Success.

Business Momentum
- Represent SAP’s position on the service and success portfolio to key external stakeholders, e.g., through providing executive customer (or deal) sponsorship and credibility on selected strategic (must win) accounts
- Serve as first channel for the voice-of-the-customer to the CS MU and regional executives
- ** Fluent both English and German language skills on business level**

**REQUIREMENTS**

**Key competencies include**:

- Transformational Leader: Capable of running a sizeable P&L, and conversant across sales, delivery and cloud customer success. Ability to operate at both the strategic and tactical levels, as well as see and articulate the bigger picture
- Strong, Positive & Motivational leader: Proven management of diverse teams across various domains. Have a demonstrable record of leadership integrity. Must be able to leverage diverse strengths, share knowledge, create and celebrate team’s success.
- Drive for Simplicity: Operational rigor and delivery excellence by creating and implementing ways to simplify the organization.
- Executional Excellence: Ability to consistently achieve results and exceed targets.
- Customer-Centric Mindset: Proven expertise in managing customer escalations, co-innovation engagement and projects. Be comfortable working at the most senior levels of SAP’s client organizations, commonly in or around the boardroom. Have sound knowledge of the SAP market and competition; a strong negotiator who has experience in ensuring customer success and reference - ability as well as supporting profitability targets.
- Strong Network & Collaboration Skills: Have experience of managing effectively in a networked and matrixed team environment. Strong network with SAP global colleagues.
- Communication & Presentation Skills: Highly skilled in stakeholders’ management and C-Level communications skills. Proven ability to speak to large external audiences on customer conventions.
- Multi-market & Regional/Global Experience: Abil

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