High touch customer success manager
SAP Svenska AB / Säljarjobb / Stockholm
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hela Sverige Visa alla jobb hos SAP Svenska AB i Stockholm The High Touch Customer Success Manager is a client-facing role, ensuring customer success by delivering ongoing guidance around the overall cloud business strategy and transformation topics after the sales cycle has completed. The role focuses on executive relationship-building and establishment of proactive success plans that in turn promote overall customer satisfaction, product adoption and ultimatively subscription renewals. The role manages diverse, high profile customers and/or key accounts in close collaboration with the respective account team
EXPECTATIONS AND TASKS
• Work onsite with customer and implementation partner in parallel to set up support, collaboration and governance as per SAP's best practices
• Proactive and reactive response to Early Warning System alerts for adoption and support derailers
• Define and drive execution of a targeted goal-based support engagement plan to support key business goals and milestones (e.g. solution rollout and cycle planning)
• Plan and manage the delivery of relevant proactive support checks and enablement offerings as part of the support engagement plan
• Drive close collaboration with implementation partner during the launch phase to facilitate successful handover to support
• Enable key customer stakeholders by providing guidance on the appropriate best practices (e.g. System Administrator)
• Provide Quarterly Release Review to support customer to develop an appropriate strategy that minimizes impact on existing solution and assists in maximizing feature adoption
• Orchestrate Top issue management and provide trend analysis for proactive risk mitigation
• Facilitate access to product and functional expertise for certain topic areas via Empowerment Sessions
• Provide scorecard to track goal achievement
• Drive Customer Success Management onsite for key SAP Cloud customers across all cloud solutions
• 75% travel / on-site presence with customers (customers will be assigned based on your office location)
EDUCATION, QUALIFICATION & WORK EXPERIENCE
• You are highly customer focused, a proactive learner and you enjoy customer success
• You delight in exceeding customer expectations
• 3+ years working experience with proven track record of successfully leading top customer engagements
• Bachelor's degree with MS or MBA preferred
• Strong knowledge of business processes, SAP Cloud applications and SAAS business models
• Customer orientation and focus on quality,
• Excellent executive-level communication, presentation and interpersonal skills,
• Excellent English language skills, written and verbal. Additional languages are an advantage.
• Ability to learn and assimilate information quickly
• Enthusiast, strong work ethic and a positive attitude
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Publiceringsdatum2017-12-04Så ansöker duSista dag att ansöka är 2017-12-15
Ange följande referens när du ansöker: HTC success manager
KontaktAnna Lengroth
anna.lengroth@sap.comFöretagSAP Svenska AB
AdressSAP Svenska AB
Box 12297
11334 STOCKHOLM
KontorsadressSveavägen 44
Jobbnummer 3834446
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