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Customer Success Partner Expert
4 semanas atrás
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.
The Business Technology Platform (BTP) Customer Success Partner (CSP) will proactively engage with an assigned portfolio of customers with the goal of driving customers to leverage BTP as the platform-of-choice for integration, extension, innovation, AI and analytics scenarios.
The BTP CSP will be responsible for developing relationships with technical decision makers to ensure that SAP customers consumption of the BTP Cloud services grows in alignment with SAP (Intelligent Enterprise) strategy. The BTP CSP can also engage customers to activate their initial adoption, promote retention and loyalty.
Core Tasks:
- Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions
- 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 Maturity Assessments and 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
**Accountability**
- manages expertise ensuring business critical & innovative results
- responsible for delivery of outcomes of complex and innovative functional issues integrating client needs, strategic business goal of the function and financial objectives
- involved in directing the implementation and execution of functional business plans integrating functional and financial objectives
- can make functional decisions and recommendations of a broad nature
- may include team lead or supervisory responsibilities
**Complexity**
- shares in-depth knowledge and experience with direct team to enable decision-making and provide innovative solutions to complex business issues
- works on complex technical projects or business issues requiring strong technical knowledge
**Experience**
- deep professional experience in several areas
- has strong technical skills
- broad knowledge of all areas within particular corporate sub-function or a function within division
- PMI, Six Sigma, TOGAF or equivalent certification are a plus
**Communication**
- finds common ground for functional cooperation
- communicates clear functional requirements and targets
- effectively settles different functional perspectives
- communicates messages related to area of expertise in a timely manner and with constructive feedback to colleagues & managers
- proficient english communication - Spanish is a plus
**Key Responsibilities & Tasks**
- proactively partner with customers to sustainably increase consumption of SAP Business Technology Platform (BTP) services, and coordinate activities with the Account Team by building out a joint outcome based plan, and drive a mutual understanding of IT-Architecture and business value.
- embrace the big picture, deliver expertise with digital transformation, and instruct on technical and business architectures.
- the primary SAP BTP strategic point of contact and will orchestrate success resources across SAP and customers customized to the client´s needs.
- understand your customer's technical needs and drive consumption plans for your assigned customers.
- provide recommendations and prepare the customer to make the best use of the solution, in alignment with SAP strategy and roadmap.
- a voice of the customer to internal SAP stakeholders.
- work with colleagues from a broad variety of groups such as Cloud Success Services life-cycle relevant centers of experts, Account Teams, Pre-sales, Product Management groups, Support, Services, Partners, etc.
- enable other team members through knowledge sharing and drive team success at scale.
- BTP-CSP Expert may also be assigned to fulfill a larger, more complex customer's premium subscription service
**Location**: São Paulo
**Bring out your best**
**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 - fee
