Virtual Client Success Partner (vCSP)

  • SAP
  • Vancouver, British Columbia, Canada
  • Jun 05, 2022

Job Description

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

Key Areas of Responsibility and Tasks

Customer First is aiming to create an industry-leading digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help, guidance and experts from SAP (Digital CEE) to our customers after they have purchased an SAP solution. The objective of this function will be to optimize the customer onboarding and adoption processes in order to improve renewal rates, customer satisfaction and customer success in the Digital customer segment through a consistent, efficient and scalable methodology across different SAP lines of business.

The role of the Customer Engagement Executive (CEE) has been an effective method when engaging with the most important customers (top 5%) in a high touch manner. In order to scale, SAP needs to develop engagement models for all customer classifications (remaining 95%). To close this gap, the role of a Digital CEE (DCEE) has been established for all C1 cloud lines of business. Digital CEE's will use a low touch/virtual engagement approach in order to provide and excellent customer experience across a number of customers. The Digital CEE will be located in several e-centers globally and have access to the latest digital tools.

Initial Responsibilities to include:

Digital CEEs will be working in a shared service environment covering accounts in the Digital Segment and interacting in a proactive (direct reach out) and reactive (inbound/web) wayCustomers can connect with one of many Digital CEEs via a shared email address, a work in process scheduling app or through the work in process 'Customer Watch List' as defined by internal stakeholders such as CEEs, support, product management, and/or consulting etc.

Target net-new customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes. Digital CEEs will adapt a standard onboarding PPT to the specific customer and review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future via generic email and/or app.

Respond to risk scenarios. Digital CEEs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices.

Sharing SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1:n sharing sessions. Where relevant, experts will be brought in to address specific topics.

Understand and Deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal.

Maintain customer interactions in Totango with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover.

Document processes, create templates, and organize all content and team activities for transparency, team collaboration and effective onboarding of new Digital CEEs as the role expands.

Expanding responsibilities over time

Increase enablement and adoption and usage of solutions that drive value for the customer.

Identify areas for improvement across the existing subscription as well as additional software to help solve problems

Support/Drive successful renewals working with all existing support teams (Renewal Center)

The Digital CEE needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes. The ability to influence teams reporting into the LOB but supporting the Digital Engagement shared service will be key.

Experience & Language Requirements
  • 5+ years industry experience preferred (marketing, digital marketing, communications)
  • Commercial experience including experience developing and executing account management plans
  • Experience managing high volume customer engagements is optimal
  • Proven ability to work with virtual/social tools to engage with customers
  • A self-starter with energy and drive and the ability to work multiple priorities
  • Experience in any SAP cloud solutions
  • Proven experience working with diverse sales, support and operations functional organizations - virtually/globally
  • Record of building strong customer relationships (internal and external)
  • Demonstrated ability to anticipate and solve problems
  • Demonstrated ability to manage multiple tasks across functions
  • Excellent listening, written and oral communication skills
  • English required, other languages a plus (Spanish, German, French, Italian, Mandarin, Korean, Japanese)

  • BS / BA degree or comparable experience
  • MBA a plus

We build breakthroughs together

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.

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: [email protected]
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.

Requisition ID: 343741 Work Area: Sales Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid

Requisition ID: 343741

Posted Date: Jun 3, 2022

Work Area: Sales

Career Status: Professional

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Vancouver, British Columbia, CA, V6B 1A9
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