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Customer Success Partner Advisor
1 month ago
About the Role:
We are seeking a highly skilled and experienced Virtual Customer Success Partner to join our Cloud Success Services organization. As a key member of our team, you will play a critical role in creating an industry-leading virtual customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help, guidance, and experts from SAP to our customers.
Key Responsibilities:
- Optimize customer onboarding and adoption processes to improve renewal rates, customer satisfaction, and customer success in the Digital customer segment.
- Develop and execute engagement models for all customer classifications to scale our Virtual Customer Success (VCSP) program.
- Work in a shared service environment covering accounts in the Digital Segment and interact with customers in a proactive and reactive way.
- Target new customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes.
- Respond to risk scenarios and provide support to customers through defined communication channels.
- Share SAP Cloud solutions strategic direction and best practices with customers through 1:1 or 1:n sharing sessions.
- Maintain customer interactions in Totango and document processes, create templates, and organize all content and team activities for transparency and effective onboarding of new Virtual CSPs.
Requirements:
- 3+ years of industry experience in SAP Cloud Solutions or other cloud products.
- Experience working in sales, pre-sales, post-sales, or support.
- Commercial experience, including experience developing and executing account management plans.
- Experience managing high-volume customer engagements.
- Proven ability to work with virtual/social tools to engage with customers.
- Proven experience working with diverse sales, support, and operations functional organizations – virtually/globally.
- Record of building strong customer relationships (internal and external).
- Demonstrated ability to anticipate and solve problems.
- Demonstrated ability to manage multiple tasks across functions.
- Excellent listening, written, and oral communication skills in English, Chinese, and Korean/Japanese is preferred.
About SAP:
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
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.
