SAP SE
Enterprise Customer Success Partner - Federal and Aerospace & Defense
SAP SE, Fort Worth, Texas, United States, 76102
Enterprise Customer Success Partner - Federal and Aerospace & Defense
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.SUMMARY & ROLE INFORMATIONThe Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of assigned customers to drive mutual success across the Land, Adopt, Consume and Expand cycle. This role will focus upon customers who have made an investment into SAP with S/4HANA Private Cloud along with additional cloud solutions across other customer buying centers. The objective of the E-CSP is to maximize the value that customers and SAP receive through adoption and optimal consumption of their entitled solutions. The role, by design, is cross-functional and will align with leadership across Cloud Success Services (CSS), Partners, and the Market Units.RISE with S/4HANA Private Cloud Edition is designed to provide innovation, flexibility, and cloud-like values while allowing on-premise customers to retain their existing ERP or S/4HANA investments by converting their current system(s) to the cloud. This subscription model delivers customers a modern, Cloud-based architecture hosted in SAP or Hyperscaler data centers. The E-CSP will be vital to ensuring the success of our RISE customers.The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact via orchestrating resources across the product portfolio, Cloud Success Services, Partners, and the Market Units. The E-CSP drives business outcomes by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with line of business leaders to align the right SAP expert with each stage of the customer’s transformation. The E-CSP aligns with the regions and market units to ensure strong local customer support, supported by CSS centers of experts. The E-CSP is responsible for assuring the continuity of the customer’s subscription and maintenance-based solutions and maximizing their usage. By assuring a high level of customer value realization, the E-CSP will positively impact SAP’s business performance, securing renewals, collaborating with sales for up/cross-sell opportunities, safeguarding recurring revenue, and enabling business expansion. Specific activities include:Execute enterprise-level Relationship Assessments and coordinate LoB Relationship AssessmentsDevelop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBsDrive cross-LoB adoption, entitlements consumption and document business impactSecure renewals in collaboration with the Commercial Center as well with Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansionProactively address improvement opportunities identified via NPSRemain knowledgeable on customer industry, strategy and market conditionsAssist with escalations and management of critical situationsDevelop deep relationships with key Customer decision makers and executive sponsors and lead quarterly review meetings.Assist customers with transformational change by facilitating and coordinating cross-functional involvement with solutions consulting and services delivery.EXPERIENCE & ROLE REQUIREMENTSPrior experience with Regulated Industries, specifically within Federal and Aerospace & Defense spaceExperience driving customer value realization based on agreed business outcomes including driving renewals (Cloud and/or Maintenance related or as CSE), expansions and up-sells of subscription or perpetual license-based solutions)Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud value proposition.Demonstrated success navigating difficult customer situations and discussing sensitive issues with executivesBroad understanding of SAP solution portfolio and the business processes they enableBusiness outcome, value realization modelling, ROI experienceExpert governance and stakeholder management skillsExpert verbal/non-verbal communication, relationship building and executive presence skillsKnowledge of SAAS and IAAS processes (e.g. provisioning, onboarding, customer support)Experience consulting on complex global transformation programs and applying risk-mitigation strategiesGood understanding of cloud and on-premise solution/landscape is an advantageAbility to orchestrate across on-premise, maintenance and cloud solutions is a plusBachelor’s degree or equivalent requiredLocation preference for Texas based on customer needsOur vision is to drive world-class customer experience and business outcomes. We achieve this by passionately championing the success of our customers by inspiring and empowering people to lead, orchestrate, and deliver sustainable customer value.
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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.SUMMARY & ROLE INFORMATIONThe Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of assigned customers to drive mutual success across the Land, Adopt, Consume and Expand cycle. This role will focus upon customers who have made an investment into SAP with S/4HANA Private Cloud along with additional cloud solutions across other customer buying centers. The objective of the E-CSP is to maximize the value that customers and SAP receive through adoption and optimal consumption of their entitled solutions. The role, by design, is cross-functional and will align with leadership across Cloud Success Services (CSS), Partners, and the Market Units.RISE with S/4HANA Private Cloud Edition is designed to provide innovation, flexibility, and cloud-like values while allowing on-premise customers to retain their existing ERP or S/4HANA investments by converting their current system(s) to the cloud. This subscription model delivers customers a modern, Cloud-based architecture hosted in SAP or Hyperscaler data centers. The E-CSP will be vital to ensuring the success of our RISE customers.The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact via orchestrating resources across the product portfolio, Cloud Success Services, Partners, and the Market Units. The E-CSP drives business outcomes by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with line of business leaders to align the right SAP expert with each stage of the customer’s transformation. The E-CSP aligns with the regions and market units to ensure strong local customer support, supported by CSS centers of experts. The E-CSP is responsible for assuring the continuity of the customer’s subscription and maintenance-based solutions and maximizing their usage. By assuring a high level of customer value realization, the E-CSP will positively impact SAP’s business performance, securing renewals, collaborating with sales for up/cross-sell opportunities, safeguarding recurring revenue, and enabling business expansion. Specific activities include:Execute enterprise-level Relationship Assessments and coordinate LoB Relationship AssessmentsDevelop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBsDrive cross-LoB adoption, entitlements consumption and document business impactSecure renewals in collaboration with the Commercial Center as well with Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansionProactively address improvement opportunities identified via NPSRemain knowledgeable on customer industry, strategy and market conditionsAssist with escalations and management of critical situationsDevelop deep relationships with key Customer decision makers and executive sponsors and lead quarterly review meetings.Assist customers with transformational change by facilitating and coordinating cross-functional involvement with solutions consulting and services delivery.EXPERIENCE & ROLE REQUIREMENTSPrior experience with Regulated Industries, specifically within Federal and Aerospace & Defense spaceExperience driving customer value realization based on agreed business outcomes including driving renewals (Cloud and/or Maintenance related or as CSE), expansions and up-sells of subscription or perpetual license-based solutions)Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to the S/4 HANA Cloud value proposition.Demonstrated success navigating difficult customer situations and discussing sensitive issues with executivesBroad understanding of SAP solution portfolio and the business processes they enableBusiness outcome, value realization modelling, ROI experienceExpert governance and stakeholder management skillsExpert verbal/non-verbal communication, relationship building and executive presence skillsKnowledge of SAAS and IAAS processes (e.g. provisioning, onboarding, customer support)Experience consulting on complex global transformation programs and applying risk-mitigation strategiesGood understanding of cloud and on-premise solution/landscape is an advantageAbility to orchestrate across on-premise, maintenance and cloud solutions is a plusBachelor’s degree or equivalent requiredLocation preference for Texas based on customer needsOur vision is to drive world-class customer experience and business outcomes. We achieve this by passionately championing the success of our customers by inspiring and empowering people to lead, orchestrate, and deliver sustainable customer value.
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