Preferred Success Customer Success Partner (ENG & JPN Speaking) focusing on SAP Cloud products

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. 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.

RESPONSIBILITIES, EXPECTATIONS AND TASKS

The Customer Success Partner is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals.

Key tasks include but are not limited to the following :

• Develop a trusted relationship with key stakeholders and decision makers from customers and SAP partners.
• Understand key elements of the customer’s environment and Cloud strategy.
• Management of customers in SAP Cloud Solutions.
• Understand and respond to customer needs bringing the customers value in the focus.
• Define and drive a targeted goal-based engagement plan (Success Plan).
• Provide expertise to customers’ use of SAP Cloud solutions,
• Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
• Position a minimum of 5 Premium Preferred Success Services to each customer under management.
• Provide tailored Release Reviews to support customer to develop an appropriate strategy that maximizes feature adoption.
• Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.
• Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc.
• Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.
• Monitor quality of work and identify opportunities for continual improvement.
• Note this is mainly a remote role; however occasional customer visits can be considered (up to 40% on-site presence).

KNOWLEDGE, SKILLS AND COMPETENCIES

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations. You bring :

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

Bring out your best

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. At SAP, you can bring out your best.