Virtual Customer Success Partner Advisor

**We help the world run better**

The Customer Success Partner engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Customer Success Partner is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Partner drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.

**Core Tasks**:

- Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance
- Build trusted relationships with customers in order to support value-based consumption focused activities
- Monitors SLA performance and maintain high level of customer satisfaction
- Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
- Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
- Act as primary point of escalation for customers account issues
- Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
- Identify opportunities at customer to grow SAP footprint through expansion of licenses or services

The focus of the Virtual Customer Success Partner (V-CSP) is to provide consistent, efficient and scalable coverage to customers who currently have no post-sale coverage from an E-CSP or an S-CSP. The V-CSP works remotely from global e-centers, leveraging a data driven approach to prioritize a 1:1 and 1:many engagement with customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle. The Advisor will focus on the larger customers (ACV) within the segment

The V-CSP helps customers achieve business outcomes by engaging as a trusted advisor to different buying center executive(s) for each stage of the customer’s transformation journey. Based on current best practices, the V-CSP is assigned to accounts with a 1:130 ratio. All customers outside of this ratio (low value customers) will receive a 100% automated engagement (Tech Touch) across the CLM lifecycle.

The V-CSP Advisor helps customers achieve business outcomes by engaging as a trusted advisor to different buying center executive(s) for each stage of the customer’s transformation journey.
The Advisor V-CSP serves as product generalists with a good overview of all cloud solution. They orchestrate the customer relationship across all SAP resources (leveraging the CEX Centers) and self-service tools.

**Key Responsibilities are**:
Customer Success:

- Responsible for providing structured internal (VAT) / external stakeholder alignment & communication. Managing everything in Totango
- Orchestrates the onboarding process across new customers tracking implementation milestones and go live dates in Totango/HPI and fully leveraging sales handover information
- Drives regular check-ins in adoption phase to encourage usage. Pushes self service content and access to adoption hub content

**Engagement & Coordination**:

- Primary post-sales customer executive point of contact for virtual segment. V-CSP Advisor focused on the larger customers in the segment. The advisor will focus on the larger ACV customers in the Digital Segment

**Consumption & Commercials**:

- V-CSP effort on customer entitled services is non-billable, V-CSP has no sales/pipeline quota, V-CSP is customer health, go lives, consumption & revenue retention focused
- Works with the Customer Renewal Center (CRC) to Manage customer cloud renewals. Helps support Risk mitigation

**Experience & Language Requirements**:

- Experience in the following areas:

- SaaS or Cloud Solutions experience a plus
- Managing customer engagements including commercial experience
- Multi-lingual a plus depending upon region
- Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
- good verbal and non-verbal communication skills
- good analytical skills
- Bachelor equivalent

Functional Expertise
- Experience working in and around cloud software solutions
- Experience in managing high volume customer engagements - and ability to prioritize daily/weekly activity
- Confidence & competence in using Virtual tools (video, outreach.io, digital content, social) for customer engagement

Soft Skills
- Good relationship building skills & customer presence digitally (video, collaboration)
- Stakeholder management skills

SAP-Specific Kn