Customer Success Partner Senior Advisor

**We help the world run better**
Customer Success Partner - CEX Procurement - Brazil
**Key Areas of Responsibility and Tasks**
As a
** Customer Success Partner (S-CSP) for SAP CE&X Procurement in Brazil,** you will be responsible for customer success, adoption and consumption, revenue retention, renewals and Network growth of SAP Ariba and Fieldglass customer relationships.
You lead efforts to help our customers achieve their business goals, realize value, improve solution adoption, achieve customer references, and drive customer engagement.
You will build and maintain relationships with strategic decision makers at customer organizations (such as CPO, CIO, CFO), partners, and internally at SAP to deliver business results.
**Responsibilities**:
Drive Value Realization
- Understand customer needs, and how to leverage SAP Procurement solutions to address them.
- Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP Procurement investment.
- Consistently monitor account health, identify early warning signs for risk, and proactively address problems.
Effective Commercial Management
- Manage, track, and update account activities in terms of subscriptions, financial practices, contract terms, and product usage
- Retain current revenue footprint and look for expansion opportunities
- Work closely with administration and renewals to ensure renewal forecasts are executed on-time.
Build Account Relationships
- Develop trusting and deep relationship with multiple SAP-internal and customer stakeholders.
- Understand various levels of customer organization (CLevel, System Admin/User, Buyers, Finance, IT, etc.)
- Advocate for and become voice of customer within SAP; understand competitive threats and utilize proper escalation channels to help customers during times of need.
Manage Reference-ability
- Drive customer references and business transformational stories across accounts.
- Establish success metrics, annual goals and key objectives agreed with the customer.
- Improve customer satisfaction over baseline as defined by SAP Net Promoter metrics for SAP Procurement
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
- Experienced in managing complex customer engagements
- Experienced in Procurement, Supply Chain, Supplier Management
- Commercial experience including experience developing account management plans
- A self-starter, with energy, drive and the ability to manage multiple priorities.
Experience acting as a trusted and strategic advisor to customers Strong knowledge of SaaS models and Cloud mindset.
- Strong ability to organize, prioritize and execute to meet your goals in time
- Capability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
- Strong oral and written communication skills with the ability to credibly present recommendations to senior management in the organization; proven capability to adapt communication style to fit geographically diverse styles.
- Ability to identify and understand the needs of the customers, hence leading up to an opportunity
- Capability to acquire a thorough knowledge of SAP products and eco-systems, and be able to communicate and demonstrate their value
**Experience & Language Requirements**
- 7+ years senior level experience
- Ariba or Fieldglass experience is highly desirable
- Cloud/Procurement or Supply Chain experience is desirable
- Experience in a complex matrix organization
- Demonstrated experience identifying and successfully managing customer relationships, customer success management, and customer lifecycle management
- Strong analytical skills and ability to evaluate current customer operations in comparison to Cloud strategic objectives
- Proven ability to identify specific customer opportunities and convert them into customer strategic plans
- Knowledge of local and regional regulations is an advantage.
- Exposure to multicultural scenarios / international work experience
- Demonstrated ability to anticipate and solve problems, as well as navigate successfully through complex internal and customer environments
- Demonstrated ability to manage multiple tasks across functions
- Excellent listening, written and oral communication skills (English and Portuguese / Spanish is a plus)
- Willingness to travel
**Education**
- Bachelor equivalent: yes; MBA preferred
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