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SAP

Customer Success Partner Senior Advisor

SAP
Location
Vancouver, BC
Details
Full Time
6 days ago
What we offer

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. That's 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 it's the best-run businesses that make the world run better and improve people's lives.

ABOUT TRAINING AND ADOPTION SOLUTIONS

Today's new digital technologies are designed to transform businesses. And they will ‒ if the people in the customer organization are fully equipped and empowered to use them. That's why training must become integral to each company's culture.

SAP Training and Adoption solutions facilitate continuous learning and development, while putting employees at the center of the process. The SAP Learning Hub platform offers unlimited cloud-based access to a wealth of skill-building knowledge from SAP - including expert-led social learning forums - to prepare project teams. Our end user enablement solution SAP Enable Now offers flexibility to create and manage self-directed e-learning content and on-the-job embedded software training, including in-app learning for performance support.

ABOUT THE VCSP ROLE

KEY AREAS OF RESPONSIBILITY AND TASKS

Customer Engagement & Experience (CE&X) is aiming to create an industry-leading customer engagement experience.

The Virtual Customer Engagement Practice (VCEP) in CE&X is responsible for the post-sales experience of Direct Customers within a certain segment, of which Midmarket is a significant portion. For the larger ACV customers within the segment, the V-CSP is a front facing role that facilitates customer adoption and consumption at scale through best practice content, digital tools and Center services. For smaller customers - a 100% Tech Touch/Automated motion is used, supported with a data driven approach.

The VCSP acts as a primary contact for a select set of customers driving customer success across the lifecycle. The objective of this role is to optimize the customer adoption processes in order to improve renewal rates, customer satisfaction and customer success, through a consistent, efficient and scalable methodology . The Training and Adoption VCSP will use a mid-low touch/virtual engagement approach to provide an excellent customer experience across their account portfolio.

As a Virtual Customer Success Partner - Training and Adoption Specialist (VCSP) your main focus is to provide guidance to customers to realize the full value of their SAP Enable Now solution, for them to train their business users on all SAP solutions and provide performance support during their daily work.

The smaller customers in the segment are supported by a VCSP Generalist. The Generalists will be able to leverage the Specialist VCSP's expert knowledge for 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 customer consumption risks and aid in developing plans, content, and enablement (in concert with our content and enablement teams) for the generalist VCSP's and our customers. In situations where potential Shelfware risk may occur, the Training and Adoption VCSP Specialist should work with the end customer and account teams on developing a use case
  • Product Roadmaps - Assist Training and Adoption 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 Training and Adoption Specialist will provide ongoing knowledge sharing and enablement to Generalist VCSP's by documenting processes, creating templates, and organizing all relevant content and team activities for transparency, team collaboration and effective onboarding of new V CSPs 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


EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills:
  • Bachelor degree or equivalent
  • Experience in Learning & Development, HR, Training or Education Consulting
  • Knowledge of learning trends and learning technologies
  • Fluent in English, French is a plus.
  • Record of building strong customer relationships (internal and external)
  • Experience in managing complex customer engagements
  • A self ‐ starter, with energy, drive and the ability to manage multiple priorities. Experience acting as a trusted advisor to customers. Knowledge of SaaS models and Cloud mindset.
  • Capability to handle challenging customer situations and work effectively in a fast-paced, dynamic environment; must be able to maintain a positive, solutions oriented and professional manner throughout.
  • Excellent listening skills; strong oral and written communication skills; with the ability to influence stakeholders
  • Ability to identify and understand the needs of the customers, hence leading up to an opportunity
  • Capability to acquire a thorough knowledge of SAP products and eco-systems, and be able to communicate and demonstrate their value
  • 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
  • Commercial experience including experience developing account management plans


Preferred skills:
  • Aptitude for creative/innovative thinking and analysis
  • Solutions focus
  • Proactive and responsive
  • Forward thinking and solution oriented
  • Product know-how on the SAP Education product suite with a focus on the cloud solutions, SAP Enable Now in particular
  • Experience with working in a virtual team, or the willingness to learn
  • Experience managing a higher volume of customers at scale is a preference


  • WORK EXPERIENCE
  • 5+ years of experience working with external clients (consulting, account management, or project experience) either within an SAP cloud solution and/or industry based. Alternatively, you have gained an equivalent amount of experience in a customer facing role.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes y ou for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment -apply now.

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company. SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and / or mental disabilities. If you 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: Careers.North America@sap.com or Careers.Latin America@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Successful candidates might be required to undergo a background verification with an external vendor. Additional Locations: Virtual - USA

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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com .

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: 315100 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - Canada
Category
Sales and Marketing