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 aims 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 CSPs will use a low touch/virtual engagement approach to provide an excellent customer experience across a large portfolio of customers (80-100).
The objective of this function is to optimize 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
1. Onboard new customers
2. Conduct virtual onboarding sessions and regular check-ins during the implementation phase
3. Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices
4. Assist customers in case of showstoppers and roadblocks
5. Drive customer adoption and respond to risk scenarios
6. Engage with priority customers and execute initiatives to drive customer outcomes at scale
7. Pursue high standards of customer engagement and satisfaction with a focus on loyalty by sharing tools, processes, & resources
8. Identify at-risk customers and take appropriate actions by involving cross-functional teams or sharing best practices
9. Act as a trusted advisor and be the first point of contact for non-technical inquiries
10. Build and leverage a network of internal stakeholders to support customer success
11. Analyze customer data to prioritize engagements
12. Contribute to improving overall customer satisfaction & accelerating SAP’s reference pipeline
Requirements
* Location: Barcelona
* 3+ years 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
* Experience with SAP cloud SaaS solutions like S/4HANA Cloud, Digital Supply Chain, Human Experience Management, Customer Experience, or Ariba is a plus
* Experience managing high volumes of customer engagements
* Proven ability to work with diverse, cross-functional teams virtually and globally
* Motivation and flexibility to work in a dynamic, fast-changing environment
* Strong teamwork and collaboration skills
* Excellent interpersonal skills for building relationships internally and externally
* Creative problem-solving skills under pressure
* Excellent listening, written, and oral communication skills
* Fluency in English and German
Additional Information
Location: Barcelona only
We promote inclusion and support health, well-being, and flexible working models to ensure everyone feels included and can perform at their best. SAP is an equal opportunity employer committed to diversity and accessibility. Qualified applicants will receive consideration regardless of age, race, religion, gender, sexual orientation, gender identity, veteran status, or disability.
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