Senior Specialist

**What we offer**
Senior Advisor - Specialist - Customer Success Partner (S-CSP). The S-CSP proactively engage with an assigned portfolio of customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle. The S- CSP helps customers achieve business outcomes by engaging as a trusted advisor to the customer’s senior executives within a customer’s buying center and aligning with the right customer LoB executive(s) for each stage of the customer’s transformation. A S- CSP may also be assigned to fulfill a customer’s premium subscription service like SAP Preferred Success and will therefore also support the added responsibilities of fulfilling those associated additional activities/deliverables.
In some cases, the S- CSP role will work in direct partnership with the overall coordination led by an Enterprise CSP, in other cases the S- CSP will coordinate directly with the customer. The S- CSP will provide value and expertise regarding specific LoB’s. As such, the S- CSP will have strong LoB expertise regarding transformation, business process, and value realization. They are also supported by multiple life-cycle relevant centers of experts. The S- CSP will have responsibility for assuring the continuity of the customer’s cloud subscription-based solutions and maximizing their usage at the product level. By assuring a high level of customer value realization, the S-CSP positively impacts SAP’s business
performance, securing renewals, reducing cancellations, and enabling business to expand.
**Experience**:
Account Management
- Strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status
- Deep knowledge of how companies operate / business models, strategies and LoB business processes
- Demonstrated success in dealing with difficult customer situations, discussing complex and often sensitive issues with customer executives
- Sales savvy, able to identify new opportunities for customer to leverage new or expanded SAP solutions
- Proven ability to manage renewals of SAP solutions / services
Functional Experience
- Significant experience in business software, Bachelor’s degree or equivalent required
- Expert level Specialist / LoB(s) domain expertise with deep expertise in one or more industry a plus
- Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits
- Knowledge of SAAS and IAAS processes including provisioning, onboarding, and customer support
- Experience with complex global transformation programs in a consulting or advisory capacity across a Specialist portfolio and partner network
- Business outcome / value realization modelling and ROI experience
- Experience driving renewals, expansions and up-sells of subscription or perpetual license-based solutions
SAP Specific Knowledge
- Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in assigned specialty and its underlying LoBs.
- Ability to navigate the organization and drive an outcome focused environment across various board and functional areas of SAP
- Established relationships with SAP MU leadership, account teams and Industry teams
- Deep understanding of LoB products, relationships with solution management organization and related partner ecosystem as appropriate
- Detailed understanding of navigating SAP’s support processes and Organization(s)
- Expert level with SAP’s internal offerings and tools e.g., SAP Preferred Success, Customer Engagement Workplace, Totango, CRM, functionality adoption reporting etc.
**Soft Skills**
- Excellent executive presence
- Expert relationship building skills
- Ability to manage through conflict
- Excellent verbal and non-verbal communication skills
- Strong program / project management
- Expert governance and stakeholder management skills
- Strong commercial / deal support skills especially subscription based
**Key Success Indicators**
Quantitative
- Reoccurring revenue retention (cloud subscriptions, premium service subscriptions, SAP Preferred Success)
- Cloud Adoption / Consumption
- Business Outcomes Realization
- Renewal Rates and/or concession management discussions
Qualitative
- Relationship Assessment Improvement
- NPS improvement
- Reference-able Customer
**We are SAP**
**Our inclusion promise**
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
EOE AA M/F/Vet/Disabilit

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