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SAP Ariba Customer Success Partner- Preferred Success

Location: Virtual: East Region

POSITION SUMMARY

The Preferred Success programs provide SAP Ariba customers with robust Support programs and tools that support and enable customers to achieve success with the SAP Ariba applications. The goal of these programs is to strengthen SAP Ariba's trusted partnership with targeted customers and provide support for value realization, resulting in increased customer satisfaction, contract retention, and renewals. It is the role of the Customer Success Partner - Preferred Success to drive and build these customer relationships via the tasks outlined below.

EXPECTATIONS AND TASKS

The Customer Success Partner - Preferred Success is a client-facing role, delivering ongoing support and guidance around application support strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building, outcome identification and proactive support activities that drive towards specific Customer outcomes. The role is responsible to promote overall customer satisfaction, product adoption, retention, and renewals. The role manages diverse, high profile and/or key accounts. Key tasks include but are not limited to the following:

• Leverage SAP tools, services, methodologies, and best practices to support successful implementation.
• Leverage SAP tools, services, methodologies, and best practices to ensure that the customer's SAP Ariba solution runs with optimal level of performance, stability, and data consistency.
• Understand and explain features and benefits of the product line as it relates to customer needs.
• Define customer outcomes based on ongoing conversations and formal relationship assessments with Customers.
• Build trusted relationships with customer's senior/strategic management, business, and IT teams to deliver the SAP Ariba Preferred Success program.
• Devise support engagement plans that consider customer's business challenges/goals and map solutions for these to the appropriate program features. For example:
  • Challenges arising from integration and transition between Cloud and On-Premise.
  • Empowering customers to utilize appropriate services in order to meet their SAP Ariba operational goals.
• Understand the customer's technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process.
• Investigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. In production down or go live endangered situations, act as de-escalation liaison, collaborating with the Mission Critical Support Back office, the customer, and any other parties involved.
• Facilitate successful on-boarding of net new customers.
• Proactively identify opportunities for customers who require a more customized level of support delivered by a Preferred Success offering.
• Drive SAP Ariba retention and renewals by delivering a valued and high-quality customer engagements.
• Customer Success Partner - Preferred Success are required to ensure that specific contractual deliverables are met.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Customer orientation and focus on quality, as well as skills to interact/collaborate with customer decision makers.
• Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
• Excellent communication & presentation (soft) skills.
• Excellent English language skills - Additional languages would be an advantage.
• Intercultural sensitivity: SAP Ariba and Preferred Success are global programs and interaction with customers worldwide is required.
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Project Management experience is an advantage
• Graduate with a Bachelor Degree in IT/Computer Science/Physics/Mathematics/Engineering/ Business or equivalent preferred
• An understanding of IT landscapes and lifecycles with a specific focus on SAP ARIBA Solutions during transitions, implementations and operations phases for Cloud, standalone or Hybrid (e.g. Cloud and On-premise)
• Knowledge of the SAP Ariba products/processes is an advantage

WORK EXPERIENCE

• 2-3+ years' working experience with proven ability in a customer-facing role to work with customers on project and senior management level
• Experience in working in global / virtual teams is an advantage
• Experience and/or acumen of the following technologies and solutions:
  • Cloud, databases, server applications, infrastructure architecture ,Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software (specifically procurement knowledge would be beneficial for this role)
• Of great advantage are ASP, SaaS, XML, IT networking, SSO, APIs, Connectors skills
• Experience working in a global organization and proven record leading cross-functional teams is an advantage
• Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.

We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

Our inclusion promise

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: Americas: [email protected] or [email protected] , APJ: [email protected] , EMEA: [email protected] .

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.

Requisition ID:325461 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: