Senior / Expert Customer Success Partner (F/m/d)

**We help the world run better**

**YOUR FUTURE ROLE**

The Senior / Expert Customer Success Partner (f/m/d) (CSP) works in a team of Customer Success Partners (CSP) to guide our Digital Supply Chain customers through their journey with our solutions. The CSP ensures that customer satisfaction, retention, renewals, references and upsells for Cloud products within the CSP’s own Digital Supply Chain customer portfolio are achieved. They achieve this by building strong relationships with the customers and helping them maximize the value of their partnership with SAP.

Tasks and responsibilities:

- Defines the go to market and engagement strategy for their defined customer base, including how much time and focus to spend per customer, manage target accounts objectives, with a strong focus on retention risk
- Is accountable for delivery of the Renewal Rate, CCB tracking, upsell and reference targets within the customer base
- Identifies the critical customer accounts within their portfolio, and ensures CSP account oversight and accountability
- Engages as the trusted advisor on the CSP’s accounts within to develop trusting and deep relationships with customer stakeholders
- Establishes programs to improve customer satisfaction over baseline across customers within their defined portfolio. Utilizes proper escalation channels to senior management as required
- Works with Product Marketing to ensure audience engagement sessions take place frequently in the territory and are communicated to customers
- Establishes realistic stretch targets for customer references within the defined customer base. Supports other CSPs in their territory to identify target references and pushes for reference stories across accounts
- The CSP manages the renewal cycle across customers in her/his portfolio. The CSP is accountable for ensuring visibility to renewal data (UfR, Chance of Success and forecast R/R) in collaboration with the CSP Manager and CRC.
- Manages the upsell outlook for renewal and replacement based upsell opportunities. Sets realistic stretch targets for upsell within their customer base
- Drives integration across the S/4HANA Solution Area, expanding own capabilities from DSC focus towards the S/4 and HEC specialized areas
- Collaborates with the peers in the S/4HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers.

**YOUR PROFILE**
- Bachelor´s or master’s degree; MBA or related post-Bachelor qualification is advantageous
- several years’ experience in the following areas Sales, Pre-Sales, Services or Solution/Product Management
- Deep demonstrated program and project management experience, including demonstrated experience in business process transformation and re-engineering disciplines
- Senior-level or operational experience managing complex customer engagements
- Excellent Customer Engagement experience, incl. territory plan development, target setting, escalation management and people management
- Very good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing
- Fluent **German and English** language skills are mandatory, other local languages in the MEE region are beneficial

**ABOUT THE TEAM**

We put our customers first, so they have the best experience possible with SAP’s Digital Supply Chain solutions. We are brave, bold and deliver on our commitments. We celebrate when our customers win. Their success is our success.

**We build breakthroughs together**

**We win with inclusion**

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.

Requisition ID: 337235 | Work Area: Sales | Expected Travel: 0 - 40% | Career Status: Berufserfahren | Employment Type: Vollzeit, unbefristet | Additional Locations: Virtuell - Deutschland #LI-Hybrid