Customer Success Partner

**We help the world run better**

**Customer Success Partner (f/m/d) Digital Supply Chain Solutions**

**YOUR FUTURE ROLE**
The Customer Success Partner (f/m/d) (CSP) works in a team of Customer Success Partners (CSP) to guide our Digital Supply Chain customers through their journey with our solutions. The CSP ensures that customer satisfaction, retention, renewals, references and upsells for Cloud products within the CSP’s own Digital Supply Chain customer portfolio are achieved. They achieve this by building solid relationships with the customers and helping them maximise the value of their partnership with SAP.

**Tasks and responsibilities**:

- Defines the go-to-market and engagement strategy for their defined customer base, including how much time and focus to spend per customer, and manage target accounts objectives, with a strong focus on retention risk
- Is accountable for the delivery of the Renewal Rate, CCB tracking, upsell and reference targets within the customer base
- Identifies the critical customer accounts within their portfolio and ensures CSP account oversight and accountability
- Engages as the trusted advisor on the CSP’s accounts to develop trusting and deep relationships with customer stakeholders
- Establishes programs to improve customer satisfaction over baseline across customers within their defined portfolio
- Utilizes proper escalation channels to senior management as required
- Works with Product Marketing to ensure audience engagement sessions take place frequently in the territory and are communicated to customers
- Establishes realistic stretch targets for customer references within the defined customer base. Supports other CSPs in their territory to identify target references and pushes for reference stories across accounts
- The CSP manages the renewal cycle across customers in their portfolio. The CSP is accountable for ensuring the visibility of renewal data (UfR, Chance of Success and forecast R/R) in collaboration with the CSP Manager and CRC.
- Manages the upsell outlook for renewal and replacement based upsell opportunities. Sets realistic stretch targets for upselling within their customer base
- Drives integration across the S/4HANA Solution Area, expanding own capabilities from DSC focus towards the S/4 and HEC specialised areas
- Collaborates with peers in the S/4HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers.

**YOUR PROFILE**
- Bachelor´s or master’s degree; MBA or related post-Bachelor qualification is advantageous
- 5+ years experience in the following areas Sales, Pre-Sales, Services or Solution/Product Management
- Deep demonstrated program and years of project management experience, including demonstrated experience in business process transformation and re-engineering disciplines
- Senior-level or operational experience managing complex customer engagements
- Excellent Customer Engagement experience, incl. territory plan development, target setting, escalation management and people management
- Perfect Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing
- Fluent German and English language skills are mandator; French is an asset

**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: 350057 | Work Area: Sales | Expected Travel: 0 - 50% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.