**We help the world run better**
**Key Responsibilities & Tasks**
The **Enterprise Customer Success Partner (E-CSP) Expert** engages proactively and continuously with a finite number of larger, more complex customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle.
The E-CSP Expert helps larger, more complex customers achieve business outcomes by engaging as a trusted advisor: assuring the promise of the intelligent enterprise with the customer's senior executives; engaging with each LoB senior executive to align the right SAP expert with each stage of the customer's transformation.
The E-CSP Expert reduces the number of SAP employees assigned to each customer by assuring (only) those that are providing in-the-moment value are present.
The E-CSP Expert is supported by multiple CE&X life-cycle relevant centers of experts.
The E-CSP Expert has overall responsibility for assuring the continuity of the customer's subscription and maintenance based solutions and maximizing their usage/consumption.
By assuring and driving a high level of customer value realization, the E-CSP Expert positively impacts SAP's business performance, securing renewals, reducing cancellations and enabling business to expand.
Customer Success:
- Accountable and responsible for the customer's success with all SAP subscription / maintenance-based solutions
- Engages in a success capacity fostering mutually beneficial relationships as a trusted advisor to senior & mid-level executives
- Governs and directs work to enable the documentation and supports customer's business strategy, objectives & goals, reviews business cases, facilitates value realization
- Responsible for providing consistent and structured internal (VAT) / external stakeholder alignment & communication
- Executes enterprise-level Relationship Assessments and coordinates & consolidates LOB Relationship Assessments
- Develops and maintains enterprise-level Outcome Success Plan (OSP) and assures OSP presence and actioning for all LoBs
- Conducts regular customer success/business reviews to assess and deliver deeper customer value
- Stays knowledgeable on customer's industry, business strategy and market conditions/climate
Resource Coordination:
- Simplifies the customer engagement model by acting as the primary post-sales SAP face to the customer
- Orchestrates success resources across the product portfolio and CE&X (S-CSP, center resources, LCX, Pref Success, MGTM, etc.)
to accomplish customer's desired outcomes.
- Assures assignment and active / purposeful engagement of all post-sale SAP & Partner (incl.
implementation partner), supporting roles as required
- Assures customer is using and has a success plan for all their entitlements
- Assures improvement opportunities identified via NPS or other means are proactively address with the customer
- Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders
- Aligns and drives at the MU and Regional level to ensure strong local customer support coordination
Consumption & Commercials:
- E-CSP is non-billable, has no sales/pipeline quota, E-CSP is customer satisfaction, consumption & revenue retention focused
- Monitors cross LoB adoption, entitlements consumption, and documents business impact
- Identifies and mitigates risks to current and future recurring revenue
- Shares product roadmaps and timelines with customer for future evolution
- Manages customer cloud renewals and other commercial events
- Closes alignment with sales, discovers and communicates upsell/ cross-sell opportunities
- Assures customer is referenceable and facilitates reference process
- Experience & Educational Requirements
Experience & Language Requirements:
**Account Management**
- +8 years of experience in account management related activities resulting in a demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status
- Deep knowledge of how companies operate / business models, strategies and LoB business processes and experience in managing complex customer engagements
- Demonstrated success in dealing with difficult customer situations, discussing complex and often sensitive issues with customer executives
- Proven ability in driving renewals, expansions and up-sells of subscription or perpetual license based solutions / services; sales savvy & able to identify new opportunities for customer to leverage new or expanded SAP solutions
- Deep knowledge of how SAP operates and drives "Land, Adopt, Consume & Expand" (LACE)
**Functional Expertise**
- Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits
- Knowledge of SAAS and IAAS processes, e.g.
processes including provisioning, onboarding and customer support
- Experience with