Customer Success Partner Advisor

6 giorni fa

Roma, Italia SAP A tempo pieno

**Requisition ID**:291446
**Work Area**:Sales
**Expected Travel**:0 - 10%
**Career Status**:Professional
**Employment Type**:Regular Full Time

**COMPANY DESCRIPTION**

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

This position can be covered from both Italian locations Vimercate / Milan or Rome.

The Customer Success Partner HXM 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

**Key Responsibilities and Tasks**:
Develops relationships with account key decision makers and executive sponsors, participate in regular review meetings with the identified stakeholders as per the governance plan.

Develop and implement account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts. These plans should:

- Governance consultation, advising and guiding customers to establish, utilize and mature in the use of governance models which drive to value realization and adoption
- Ensure deep adoption of both products AND features for purchases solutions
- Expand business process automation
Track SLA performance and overall customer satisfaction
- Identify areas for improvement across the existing subscription as well as the broader potential software
- Work with broader team in the client to identify areas of improvement and streamlining
- Develop client specific, achievable KPI's and ensure the client is working towards achieving these, providing guidance and identifying help as needed
- Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion,
Digital Transformation; Creation and Execution of Digital Transformation 3-5 Year Road Mapping
- Facilitate regular business reviews with customer and Account team and the broader members to confirm ongoing customer account goals, assess progress, align to value realization and strengthen relationships
- Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, AGS support personnel, GADs, MPs and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
- Develop and maintain working relationships with Partners engaged with assigned accounts to insure effective account relationships and deliverables. Where applicable engage with Partner Delivery Managers (PDM)for unified oversight.
Work with the partner and client during deployment to ensure the best outcome for all parties
- Drive successful renewals (including accurate forecasting of renewals) and using in depth knowledge of customers, drive growth opportunities in partnership with assigned Account Executives
- Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and

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