Customer Success Partner Senior Advisor - Fieldglass and Ariba
Full time
at SAP SE
in
Saudi Arabia
Posted on December 24, 2024
Job details
Customer Success Partner Senior Advisor - Fieldglass and Ariba
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 focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. 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. The Specialist Customer Success Partner (CSP) – Procurement (Fieldglass & Ariba) engages with SAPʼs 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, and 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. The focus of this position is to maximize the value that customers and SAP receive through SAP Fieldglass, SAP Ariba, and SAP procurement adoption and use of the SAP Business Network. Duties and Responsibilities- Develop and implement account strategies and implementation plans for emerging and renewal customers that further existing account adoption and identify new business opportunities within assigned accounts. These plans should:
- Increase spend under management, network adoption, transaction volume and trading relationships on the SAP Business Network.
- Ensure rapid adoption and enablement of solutions that drive value for the customer.
- Expand business process automation across the specific Line of business applications.
- Increase the customer’s usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.
- Complete Relationship Assessments, Outcome Success Plans, initiate tracking, and maintain associated tasks for each account in the portfolio.
- Develop and nurture account relationships and engage C-Level and program sponsors to ensure customer success.
- Track SLA performance, usage and adoption metrics, and overall customer satisfaction.
- Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
- Maintain a close working relationship with other regional business teams in support of global customers and corporate functions necessary to support all assigned accounts.
- Act as primary escalation point for cloud solutions for those accounts within their portfolio.
- Drive opportunity development and accurate forecasting of the renewal and network growth.
- Deal management and commercial negotiation of the entire opportunity for renewals.
- Facilitate quarterly Account Reviews and monthly Relationship Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships.
- Contribute to library of success plays and best practices to further grow SAP's ability to drive customer success.
- Identify opportunities at customer to grow SAP footprint through expansion of licenses or services.
- Previous experience with Fieldglass solution is mandatory (At least one-year experience).
- Strong Procurement Line of Business specific experience:
- Supply chain, Finance and Procurement and eBusiness expertise.
- 5+ years of experience in at least one of the following areas:
- Managing complex customer engagements.
- Commercial experience including experience developing account management plans and contract negotiation.
- Selling or delivering consulting services.
- Customer relationship management and sales team management expertise.
- Proficiency in SAP Commercial and Account Management Systems: CRM, Totango.
- Financial systems, financial planning and enterprise resource planning expertise.
- Complex Account Management with a customer focus having developed the acumen to cultivate and develop lasting customer relations.
- Bachelor’s or Master’s Degree.
- 5+ years of overall business procurement experience.
- Strong track record of multi-tasking/being highly organized and structured.
- Experience in Consulting, account management, SaaS renewals.
- Contract negotiation experience on either the buy or sell side.
- Analytical, and commercial savvy.
- Problem solving attitude with a Customer Focus.
- Multi-lingual: Proficient in English. Arabic is a plus.
- 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.
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