Client Success Advocate

Job Description

As a Client-Facing Professional, you will be delivering ongoing support and guidance to customers on business strategy and transformation topics after the sales cycle has completed. Your role will focus on building relationships with key stakeholders and decision makers, understanding and responding to customer needs to bring value to their focus.

Key responsibilities of this role include:

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• Developing trusted relationships with key stakeholders and decision makers.\
• Understanding key elements of the customer's environment and Cloud strategy.\
• Defining and driving a targeted goal-based support engagement plan to realize key business objectives.\
• Providing expertise to customers' use of SAP Cloud solutions, focusing on SAP Cloud solutions.\
• Facilitating access to product and functional expertise for certain topic areas.\
• Providing personalized Quarterly Release Review to support customers in developing an appropriate strategy that maximizes feature adoption.\
• Meeting customer expectations by anticipating and orchestrating in the resolution of their top issues.\
• Carrying out continuous trend analysis for proactive risk mitigation.\
• Collaborating with other departments as needed.\
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Required Skills and Qualifications

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.

Key qualifications for this role include:

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• 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) environments.\
• Knowledge of SAP Preferred Success and 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 (proactive driver, results-oriented, pragmatic).\
• Excellent communication, enthusiastic, strong work ethic, and a positive attitude.\
• Excellent communication skills (verbal and written).\
• Fluency in English.\
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Benefits

This role offers 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 company values the entrepreneurial spirit, fostering creativity and building lasting relationships with employees. A diverse and inclusive workforce keeps us competitive and provides opportunities for all.

The Customer Success Team strives to further improve our innovative service portfolio and customer engagement programs, increasing delivery efficiency and business outcomes for customers, making them more efficient and accelerating time to value. This includes all SAP solutions across all cloud solutions.

Our aim is to:

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• 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.\
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Others

This is a client-facing role, and we expect you to communicate effectively with customers, identify their needs, and provide personalized support to achieve their goals. You will work closely with cross-functional teams to ensure seamless execution and meet customer expectations.

The ideal candidate will be a self-motivated professional with excellent interpersonal skills, able to build trust with customers and colleagues alike. If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.

By joining our team, you will have the chance to make a real impact on our customers' success and growth, while also developing your skills and expertise in a dynamic and supportive environment.