Senior Customer Success Partner (f/m/d) HXM Cloud

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. How? 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.

SAP 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

The SAP SuccessFactors Customer Success Partner (CSP) manages assigned Cloud customer accounts. This includes account management strategies for full system adoption and utilization and expansion plans to ensure profitable growth within these customers. Everything the CSP does on a day-to-day basis with its customers supports the goals of optimal system adoption, revenue retention, and expansion. The CSP's mission is to increase customer retention, renewals, upsells, and cross-sells by building strong relationships with key customer stakeholders and ensuring customers adopt full functionality to maximize the value of their partnership with SAP.

The CSP is the customer's primary point of contact. They are expected to have a very good view of what 'operating in the cloud' means and be able to articulate that viewpoint to the customer. They join the customer on their HR, business, and digital transformational journey, advising them on potential bumps in the road, encouraging Cloud behavior, and steering them away from the pitfalls of On-Premises thinking. Depending on size, CSPs are field-based and assigned to approximately 3-10 customer accounts.

Drive Value Realization:

• Understand customer needs and how to leverage SAP solutions to address them.
• Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP SuccessFactors.
• Consistently monitor account health, identify early warning signs for risk, proactively address problems, and drive solution consumption.
• Provide Quarterly Release Reviews to support customers in developing an appropriate strategy that minimizes impact on existing solutions and assists in maximizing feature adoption and outcome optimization
• Proactive and reactive response to Early Warning System alerts for adoption and support derailers, orchestrate top issue management, and provide trend analysis for proactive risk mitigation

Effective Commercial Management:

• Manage, track, and update account activities related to subscriptions, financial practices, contract terms, and product usage.
• Retain current revenue footprint and look for expansion opportunities.
• Work closely with administration and renewals to ensure timely renewal forecasts are executed.
• Build Account Relationships:
• Develop trusting and deep relationships with multiple stakeholders.
• Understand various levels of customer organization (C-Level, System Admin/User, HR, Finance, IT, etc.).
• Advocate for and become the voice of the customer within SAP, understand competitive threats, and utilize proper escalation channels to help customers in times of need.

Manage Reference-ability:

• Drive customer references and business transformational stories across accounts.
• Establish success metrics, annual goals, and key objectives agreed with the customer.

• A self-starter with energy, drive, and the ability to manage multiple priorities.
• You are highly customer and a proactive learner, and you enjoy customer success
• Excellent knowledge of SaaS models and Cloud mindset.
• Experience in Human Capital or Human Experience Management, Recruiting, Learning, Compensation, and/or Management.
• Commercial and/or customer-facing (pre-)sales experience, including experience developing account management plans & contract negotiation.
• Project Management Experience.
• Knowledge of HR system landscapes and the IT transformation from on-premises to Cloud.
• Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook.
• Excellent communication and presentation skills in written and verbal German and English are necessary.

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 choosefrom.

.At SAP,you can bring out your best.

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. We ultimately believe in unleashing all talent and creating a better and more equitable world.
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. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 424940 Work Area: Sales Expected Travel: 0 - 50% Career Status: Professional Employment Type: Regular Full Time Additional Locations: .

Job Segment: Cloud, ERP, SAP, Project Manager, Technology, Customer

JBG81_AT