Senior Virtual Customer Success Partner

**We help the world run better**
**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.
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Please, submit your CV in English. Only CVs submitted in this language will be assessed._**
**Key Areas of Responsibility and Tasks**
Customer First is aiming to create an industry-leading digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help, guidance, and experts from SAP (vCSP) to our customers after they have purchased an SAP solution. The objective of this function will be to optimize the customer onboarding and adoption processes in order to improve renewal rates, customer satisfaction and customer success within Digital Customer Experience (CX) customer segment through a consistent, efficient and scalable methodology.
The CX Specialist vCSP will use a mid-low touch/virtual engagement approach to provide and excellent customer experience across a number of customers.
**Initial Responsibilities to include**:
The CX Specialist vCSP will act as a shared service, supporting the generalist vCSP’s motion with activities that generally fall out of scope for the generalist vCSP.
**Customer Onboarding and Provisioning** - support the Generalist vCSP with non-standard onboarding and provisioning questions and customer presentations
**Proactively Monitor Customer Consumption** - Understand the Digital CX customer consumption risks and aid in developing plans, content, and enablement (in concert with our content and enablement teams) for the generalist vCSP’s and our customers. In situations where potential Shelfware risk may occur, the CX vCSP Specialist should work with the end customer and account teams on developing a use case.
**Product Roadmaps** - Assist Digital CX customers with questions pertaining to product and solution roadmaps.
**Knowledge and best Practice Sharing** - Assess ongoing customer needs and work with content team to develop 1:N reusable customer-facing assets. Furthermore, the vCSP CX Specialist will provide ongoing knowledge share and enablement to Generalist vCSP’s by documenting processes, creating templates, and organizing all relevant LOB (CX) content and team activities for transparency, team collaboration and effective onboarding of new VCSPs as the role expands.
**Respond to risk scenarios.** VCSPs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices.
Understand and deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal.
Maintain customer interactions in Totango with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover.
**Expanding responsibilities over time**
Increase enablement and adoption and usage of solutions that drive value for the customer.
Identify areas for improvement across the existing subscription as well as additional software to help solve problems
Support/Drive successful renewals working with all existing support teams (Renewal Center)
The VCSP needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes. The ability to influence teams reporting into the LOB but supporting the Digital Engagement shared service will be key.
**Experience & Language Requirements**
- 5+ years industry experience preferred (customer success, pre-sales or consulting)
- Experience in CX Solution Portfolio (required)
- Commercial experience including experience developing and executing account management plans
- Experience managing high volume customer engagements is optimal
- Proven ability to work with virtual/social tools to engage with customers
- A self-starter with energy and drive and the ability to work multiple priorities
- 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
- Ability to Analyze and interpret data (Renewal, Consumption, etc.)
- English required, other European languages are a plus
**Education**
- University

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