Preferred Success

**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.
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.
The Customer Success Team strive to further improve our innovative service portfolio and our customer engagement programs, as well as increasing our delivery efficiency and to increase business outcome for customers, make them more efficient and accelerate time to value. This includes all SAP solutions across all cloud solutions.
**Our aim is to**:
- Deliver: Reach out for business outcomes (IT and LoB) at our customers, increase the value customers get out of their maintenance/subscription agreement and continuously improve the delivery efficiency (scalability) to extend our reach.
- Observe: Shape the existing SAP Enterprise Support and SAP Preferred Care support offerings and adapt it to new/changing market demands such as in memory computing, mobile and cloud.
- Innovate: Drive the evolution and development of new and innovative SAP Enterprise Support and SAP Preferred Success offerings.
Our customers demand from support more than just incident solving. With SAP Preferred Success, customers gain the services and assets for mission-critical assistance that are included in SAP Enterprise Support, plus more-specific service levels and access to expert SAP contacts to help resolve issues and stay flexible to accommodate future innovations.
**RESPONSIBILITIES, EXPECTATIONS AND TASKS**
This is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals. The role manages diverse, high profile and/or key accounts.
**Key tasks of this role**:
- Develop a trusted relationship with key stakeholders and decision makers, understand and respond to customer needs bringing the customers value in the focus.
- Understand key elements of the customer's environment and Cloud strategy.
- Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Success scorecard.
- Provide expertise to customers' use of SAP Cloud solutions, focusing on SAP Cloud solutions.
- Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
- Provide personalized Quarterly Release Review to support customer to develop an appropriate strategy that maximizes feature adoption.
- Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.
- Carry out a continuous trend analysis for proactive risk mitigation.
**KNOWLEDGE, SKILLS AND COMPETENCIES**
You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations
**You bring**:
- Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers
- An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or Hybrid (e.g. Cloud and On-premise)
- Knowledge of SAP Preferred Success and the included service offerings is an advantage
- Knowledge of SAP Cloud solutions is an advantage
- Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
- Excellent communication, enthusiastic, strong work ethic and a positive attitude
- Excellent communication skills (verbal and written)
- Fluency in English
**QUALIFICATIONS AND WORK EXPERIENCE**
- Previous Customer Success Management expe

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