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Job Description:We help the world run betterCustomer Success PartnerThe 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 servicesAccountability• responsible for delivery of outcome of assigned projects or areas of responsibility• internally recognized senior on complex technical and business matters• works on large, complex activities, using demonstrated creativity and expertise and applying specialist professional knowledge to deliver high quality results / technical solutions• collaborates in devising long-term concepts• may include team lead or supervisory responsibilitiesComplexity• contributes independently, resolves complex issues in own specialist area (e.g. cross-functional or cross-country projects)• works independently on topics while setting priorities having sole responsibility• provides regular project status and updates• decisions/solutions can enhance essentially current and future design and strategy• enhance complex systems & processesExperience• advanced technical or business skills and special knowledge in one / several areas• individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations• typically several years experience with increasing amount of responsibilityCommunication• builds and maintains partnerships with internal and external customers and partners• contributes actively to build common ground for cooperation• communicates clear and conveying processes & policies in a way that others can understand• communicates relevant messages in a timely manner and with constructive feedback to cross functional colleagues & managersKey ResponsibilitiesThe Senior Customer Engagement Executive (CEE) has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers. The focus of this position is to maximize the value that customers and SAP receive through adoption and to ensure that the customers deploy and use of all of their entitled subscription software. The Senior CEE is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through proactive account planning, and alignment of customers' business strategies to product, solution and partner road mapping. The Senior CEE is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition to leverage adoption of our solutions and services necessary to support the customer. Work with the partner and client during deployment to ensure the best outcome for all partiesDrive successful renewals (including accurate forecasting of renewals) and using in depth knowledge of customers, drive growth opportunities in partnership with assigned Account ExecutivesDrive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth opportunitiesManage new account assignment into portfolioExperiance and Education Requirements :• 7 years of experience in the following areas:• Proven experience with business process transformation and re-engineering disciplines• Experience managing complex customer engagements• Commercial experience including experience developing account management plans and contract negotiation• Line of Business specific experience - specific to the LoB that they are being primarily hired into. Examples include:• Knowledge of the cloud product being supported• Multi-lingual depending upon region• Proficiency in Microsoft Office: Excel, PowerPoint, Word and OutlookEducationBachelor equivalent: yesBring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At

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