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SAP Senior Virtual Customer Success Partner - ISBN Specialist in So Leopoldo, Brazil

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!

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because its the best-run businesses that make the world run better and improve peoples lives.

Please, submit your CV in English. Only CVs submitted in this language will be assessed.

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 (vCSP) 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 within Digital Customer Experience (CX) customer segment through a consistent, efficient and scalable methodology.

The CX Specialist vCSP will use a mid-low touch/virtual engagement approach to provide and excellent customer experience across a number of customers.

Initial Responsibilities to include:

The CX Specialist vCSP will act as a shared service, supporting the generalist vCSPs motion with activities that generally fall out of scope for the generalist vCSP.

Customer Onboarding and Provisioning support the Generalist vCSP with non-standard onboarding and provisioning questions and customer presentations

Proactively Monitor Customer Consumption Understand the Digital CX customer consumption risks and aid in developing plans, content, and enablement (in concert with our content and enablement teams) for the generalist vCSPs and our customers. In situations where potential Shelfware risk may occur, the CX vCSP Specialist should work with the end customer and account teams on developing a use case.

Product Roadmaps Assist Digital CX customers with questions pertaining to product and solution roadmaps.

Knowledge and best Practice Sharing Assess ongoing customer needs and work with content team to develop 1:N reusable customer-facing assets. Furthermore, the vCSP CX Specialist will provide ongoing knowledge share and enablement to Generalist vCSPs by documenting processes, creating templates, and organizing all relevant LOB (CX) content and team activities for transparency, team collaboration and effective onboarding of new VCSPs as the role expands.

Respond to risk scenarios. VCSPs 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.

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.

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 VCSP 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 (customer success, pre-sales or consulting)

  • Experience in CX Solution Portfolio (Required)

  • 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

  • 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

  • Ability to Analyze and interpret data (Renewal, Consumption, etc.)

  • English required, other European languages are a plus

Education

  • University 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

SAPs 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: Careers@sap.com

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 (https://one.int.sap/me@sap/jobs_at_sap#17498858-1050-415e-8d82-21f91655666b_96fc) . Specific conditions may apply for roles in Vocational Training.

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.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 344431 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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