We help the world run better
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 Saa S solutions like S/4 HANA 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.
