Customer Success Partner Advisor

2 weeks ago

Galway, Ireland SAP Full time

What you’ll do

:

This is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals. The role manages diverse, high profile and/or key accounts.

Key tasks of this role:

Develop a trusted relationship with key stakeholders and decision makers Understand and respond to customer needs bringing the customers value in to focus. Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Success scorecard. Provide expertise to customers’ use of SAP Cloud solutions, focusing on SAP Cloud solutions. Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions. Provide personalized Quarterly Release Review & Continuous Trend analysis for Risk mitigation to support customer to develop an appropriate strategy that maximizes adoption Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.

What you bring:  

You have a proven record of successful account management, a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations.

Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or Hybrid Knowledge of SAP Preferred Success & Cloud Solutions and the included service offerings is an advantage Ability to deliver results under pressure, work independently and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic) Excellent communication, enthusiastic, strong work ethic and a positive attitude

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE  

Bachelor or Honours Degree an advantage 3 years’ Customer Success Management or working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level Experience in working in global / virtual teams is an advantage Work with customer assignments located in North America. CSP is required to align their daily shift pattern with local North America business hours Monday-Friday 3-11pm (Shift allowance allocated)

Meet your Team 

We are a team of nearly 25 Customer Success Partners based in Ireland (46 Globally) supporting 520 customers and growing. Preferred Success safeguards customer success by delivering high value pro-active engagements with great effectiveness and consistency to all customers. Our innovative, versatile and consistent approach allows us to always put our customers’ outcomes at the heart of everything we do. We do this by providing trusted advisors focused on delivering excellence, who deploy tailored engagement plans with best practice pre-defined content across all cloud solutions.

Benefits & Location: SAP’s employees across different regions are enabled to do their best job with the right mix of office and remote work according to country-specific guidelines and regulations. In general, our hybrid work setup consists of three days a week in the office or on-site with customers or partners. This position will be ideally based in Galway. We will consider Dublin location. Please click on this link to discover the vast array of benefits made available to SAP employees

Working Hours: This position is a set late shift with no flexibility on changing hours, as it supports North America market. Set hours are 3pm-11pm. 

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Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

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