Customer Success Partner Manager

• ​Leading SCSM team towards strategic results defined in the correspondent GTM period
• ​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​

• Customer Success:

• Engages with senior and mid-level executives within the customer's buying center / LoB as a trusted advisor to ensure customer’s success with SAP cloud subscription solutions with a given Domain or scope of assignment.
• Executes LoB/Buying Center level Relationship Assessments and provides implementation guidance and ensure implementation success (activation).
• Develops, maintains, and actions buying center or LoB-level Outcome Success Plan (OSP), and conducts regular customer success/ business reviews to assess and deliver deeper customer value;ie to drive customer consumption and usage of all entitlements within the LoB / buying center.
• Stays knowledgeable on customer’s industry, business strategy, LoB strategy, market conditions/climate, as well as LoB(s).

• Clients Engagement Direction:

• Make sure that every SCM in the team acts as a primary post-sales customer executive point of contact at the buying center / LoB solution level, establishes relationship governance.
• Orchestrates success resources across SAP to accomplish customer's desired outcomes. (incl Partner if applicable).
• Proactively addresses improvement opportunities identified via NPS or other means.
• Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders.
• Assures assignment and active / purposeful engagement of LoB post-sale SAP & Partner (incl, implement partner) supporting roles as required.

• Consumption & Commercials:

• Monitors and drives LoB adoption / consumption and documents business impact.
• Identifies and mitigates risks to current and future reoccurring revenue.
• Oversees customer cloud subscription, renewals and other commercial events and works with the Customer Renewal Center (CRC) to Manage customer cloud renewals.
• Maintains close alignment with sales and discovers and communicates upsell/ cross-sell opportunities.

• Strong experience in account management related activities resulting in a demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status.
• Good knowledge of how companies operate / business models, strategies and LoB business processes.
• Demonstrated success in dealing with difficult customer situations.
• Proven ability in driving renewals, expansions and up-sells of subscription or perpetual license-based solutions / services; sales savvy & able to identify new opportunities for customer to leverage new or expanded SAP solutions.
• Deep knowledge of how SAP operates and drives Customer Value Journey

• 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.
• Business outcome / value realization modelling and ROI experience; creation of account plans.

• Team leadership
• Sponsors/Stakeholders relationship management
• Expert relationship building skills.
• Excellent verbal and non-verbal communication skills.
• Expert governance and stakeholder management skills.
• Strong commercial / deal support skills especially subscription based.

• Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in assigned buying center and its underlying LoBs.
• Deep understanding of LoB products, relationships with solution management organization and related partner ecosystem as appropriate.
• Detailed understanding of navigating SAP’s support processes, Organization(s) and tools (e.g., Customer Engagement Workplace, Gainsight, CRM, functionality adoption reporting etc.).
• Significant experience in business software, Bachelor’s degree or equivalent required.
• Proficiency in English and Spanish

SAP