Virtual Customer Success Partner Advisor

**We help the world run better** The Customer Success Partner engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Customer Success Partner is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Partner drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle. **Core Tasks**: - Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance - 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 Relationship Assessments and Outcome 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 The focus of the Virtual Customer Success Partner (V-CSP) is to provide consistent, efficient and scalable coverage to customers who currently have no post-sale coverage from an E-CSP or an S-CSP. The V-CSP works remotely from global e-centers, leveraging a data driven approach to prioritize a 1:1 and 1:many engagement with customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle. The Advisor will focus on the larger customers (ACV) within the segment The V-CSP helps customers achieve business outcomes by engaging as a trusted advisor to different buying center executive(s) for each stage of the customer’s transformation journey. Based on current best practices, the V-CSP is assigned to accounts with a 1:130 ratio. All customers outside of this ratio (low value customers) will receive a 100% automated engagement (Tech Touch) across the CLM lifecycle. The V-CSP Advisor helps customers achieve business outcomes by engaging as a trusted advisor to different buying center executive(s) for each stage of the customer’s transformation journey. The Advisor V-CSP serves as product generalists with a good overview of all cloud solution. They orchestrate the customer relationship across all SAP resources (leveraging the CEX Centers) and self-service tools. **Key Responsibilities are**: Customer Success: > Responsible for providing structured internal (VAT) / external stakeholder alignment & communication. Managing everything in Totango > Orchestrates the onboarding process across new customers tracking implementation milestones and go live dates in Totango/HPI and fully leveraging sales handover information > Drives regular check-ins in adoption phase to encourage usage. Pushes self service content and access to adoption hub content **Engagement & Coordination**: > Primary post-sales customer executive point of contact for virtual segment. V-CSP Advisor focused on the larger customers in the segment. The advisor will focus on the larger ACV customers in the Digital Segment **Consumption & Commercials**: > V-CSP effort on customer entitled services is non-billable, V-CSP has no sales/pipeline quota, V-CSP is customer health, go lives, consumption & revenue retention focused > Works with the Customer Renewal Center (CRC) to Manage customer cloud renewals. Helps support Risk mitigation **Experience & Language Requirements**: > Experience in the following areas: > SaaS or Cloud Solutions experience a plus > Managing customer engagements including commercial experience > Multi-lingual a plus depending upon region > Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook > good verbal and non-verbal communication skills > good analytical skills > Bachelor equivalent Functional Expertise > Experience working in and around cloud software solutions > Experience in managing high volume customer engagements - and ability to prioritize daily/weekly activity > Confidence & competence in using Virtual tools (video, outreach.io, digital content, social) for customer engagement Soft Skills > Good relationship building skills & customer presence digitally (video, collaboration) > Stakeholder management skills SAP-Specific Knowled