Customer Success Partner Advisor
4 months ago
We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
Enterprise Customer Success Professional, China
Our Customer Success organization serves as a focal point for our customers to achieve success with SAP Concur. As an Enterprise CSP, you will be responsible for developing high-trust relationships with your clients, measured through revenue growth, retention and relationship health. This is a strategic role working with our key customers, SAP Concur’s internal teams and has central importance to our ongoing success as a company. In this role, you will spend your days partnering with our Enterprise customers and provide strategic recommendations around maximizing the benefits of their subscription with Concur.
An Enterprise CSP will:
Complete proactive customer outreach at all stages of the customer lifecycle Meet & achieve account retention, pipeline building and revenue goals Conduct Success Planning and Customer Business Review to drive adoption and expansion of services Work in partnership with Client Sales Executives to identify upsell and cross-sell opportunities, and support delivery of add-on revenue goals Establish strategic relationship with customers as trusted advisor, drive customer value realization Contribute to process development and organizational growth projects Maintain a clean book of business, ensure data integrity for the business Be a client advocate and a voice of reason as you cross-collaborate across internal teams Be a Concur product expertSkills & Qualifications:
5-7 years of account management or customer engagement experience in managing and growing a portfolio of existing customers Account management experience with large global companies with a high-level of complexity, focus and intensity. Track record in establishing, maintaining and growing broad and deep relationships within each customer account. Experience in developing advanced account strategies that drive success through delivering value and insight relevant and unique to each customer Ability to uncover how a customer defines success and the ability to align that vision with Concur’s delivery of value to create long term mutual partnerships Strong understanding and track record in Customer Life Cycle Management in driving customer adoption and value realization Proven track record of exceeding retention and revenue targets Highly structured approach with strong collaboration, communication and problem solving skills – ability to handle issue resolution and navigate customers Understanding of SaaS and ideally Concur solutions - ability to articulate the value of Concur solutions in solving customer business problems Strong business acumen and ability to drive a value based conversation Anticipate, identify and meet your customers’ needs Facilitate client meetings that measure progress and business impact Motivate and mobilize customers and cross functional partners through collaboration and clear communication Drive objective achievement through disciplined planning and organization - setting objectives through the development of actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources Uncover opportunity through analysis, inquisitiveness and a deep understanding of your customer’s business including initiatives and drivers and aligning those to solutions Thrive in an entrepreneurial and fast paced and evolving environmentPosition Requirements:
B.S. or B.A. required This role will be based out of our Beijing office 5-7 years in Customer Success, Customer Engagement or Account Management role in China Must be fluent in English and have worked in an English environment. Enterprise Software & SaaS industry experience preferred Must be a strong team player, can work collaboratively across multiple teams Strong written and verbal communication skills, including negotiating skills Passionate with a can-do attitude Strong problem solving skills. Aptitude to analyze a situation, define key objectives, make recommendations and execute on action plans. Ability to pass a background check Bring out your best
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. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
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