At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
About The Role
The SAP Cloud Success organization is aiming to create an industry-leading virtual customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance from SAP to our customers. Virtual CSP's will use a low touch / virtual engagement approach in order to provide an excellent customer experience across a large portfolio of customers (80-100).
The objective of this function will be to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business.
Responsibilities
* Onboard New customers
* Conduct virtual onboarding sessions and regular check-ins during the implementation phase
* Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices
* Assist customers in case of showstoppers and roadblocks
* Drive customer adoption and respond to risk scenarios
* Engage 1 : 1 with priority customers as well as execute 1 : many initiatives to drive customer outcomes at scale
* Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources
* Identify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practices
* Act as trusted advisor and be first point of contact for non-technical inquiries
* Build and leverage a network of key internal stakeholders from different functions that can support customer success
* Analyze and interpret customer data to prioritize customer engagements
* Contribute to improve overall customer satisfaction & accelerate SAP's reference pipeline
Requirements
* Location : Barcelona
* 3+ years of experience in a client-facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management or Consulting
* Previous experience working with SAP cloud SaaS solutions like S / 4HANA Cloud, Digital Supply Chain, Human Experience Management, Customer Experience, or Ariba would be a plus
* Experience managing high volume of customer engagements
* Proven experience working with diverse, cross-functional teams, both virtually and globally
* Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment
* Strong orientation towards teamwork and collaboration
* Strong interpersonal skills which aid to build relationships externally and internally
* Creative problem solving under pressure when working through customer issues
* Excellent listening, written and oral communication skills
* Fluency in English and German essential.
Location : BARCELONA only
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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and / or mental disabilities.
EOE AA M / F / Vet / Disability
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
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