Customer Success Partner, BTM - F/M

Customer Success Partner

The Customer Success Partner engages with SAP’s customers to drive and accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions and success service entitlements. The Partner is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post‑sales account management strategy development, outcome success plan definition and execution (adoption and consumption), account relationship management, issue mitigation, point of escalation for assigned customers, and opportunistic expansion of solutions or services through lead generation activities. The Partner drives mutual success across the Land, Adopt, Consume, and Expand (LACE) cycle.

Core Tasks

• Develop and implement account strategies and consumption plans that drive customer outcomes and lead to renewals.
• Build trusted relationships with customers to support value‑based consumption focused activities.
• Monitor SLA performance and maintain high customer satisfaction.
• Engage with Global Customer Success Centers to leverage expertise throughout the customer lifecycle.
• Leverage data and tools to track and manage adoption and consumption activities, including Relationship Assessments and Outcome Success Plans.
• Act as primary point of escalation for customer account issues.
• Contribute to a library of success plays and best practices to further grow SAP’s ability to drive customer success.
• Identify opportunities at the customer to grow SAP footprint through expansion of licenses or services.

Requirements

• Experience in ERP project implementation or as a project lead.
• Project management skills and certifications.
• Deep knowledge of business models, strategies, and line of business processes.
• Expert level domain expertise in finance, procurement or supply chain.
• Fluency in English and French.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status or disability, in compliance with applicable federal, state, and local legal requirements.