GC CSM Lead Beijing

Job Family Definition

Customer Success Partner

The Customer Success Partner engages with SAPs customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Customer Success 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 & execution (adoption & consumption) account relationship management issue mitigation point of escalation for assigned customers opportunistic expansion of solutions or services through lead generation activities. The Customer Success Partner drives mutual (customer & SAP) success across the Land Adopt Consume & Expand (LACE) cycle.

Core Tasks:

• Reporting to the Growth Officer of Greater China this role is responsible for designing and overseeing the execution of Cloud adoption and consumption motions. The focus is on both Private and Public Cloud customers to drive a healthy business across the region.

• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus lead to customer renewing their subscriptions / paying maintenance
• Build trusted relationships with customers to support value-based consumption focused activities
• Monitors SLA performance and maintain high level of customer satisfaction
• Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
• Leverage data & tools to track and manage targeted adoption and consumption activities including Relationship Assessments and Outcome Success Plans
• Act as primary point of escalation for customers account issues
• Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
• Identify opportunities at customer to grow SAP footprint through expansion of licenses or services

Career Level Description

T4PF (Expert)

Project path specific definition (for the Functional path specific definitions please view below):

Accountability

• manages projects defines deliverables and provides definitive advice and interpretation of situations
• ensures business critical & innovative results
• ensures that goals and milestones are met and approved budgets are managed appropriately
• manages escalation appropriately
• tracks single project budget line
• builds strategic partnerships with key decision makers in customer & partner organization
• may include team lead or supervisory responsibilities

Complexity

• manages projects of high volume or high risk/complexity
• provides regular project status and updates

Experience

• sound professional experience
• deep knowledge of project management skills
• depending on LoB has a PMI Six Sigma or equivalent certification
• if in Six Sigma has black belt

Communication

• represents SAP to customers - is responsible for delivery of quality outcomes of projects of high volume or high risk
• represents SAP to customers
• finds common ground for cooperation within project team
• formulates clear project plans incl. milestones timeline and sub projects
• communicates messages relevant for project in a timely manner and with constructive feedback to project team
• captures opinions and expectations of stakeholder and communicates them to the project team

Accountability

• manages expertise ensuring business critical & innovative results
• responsible for delivery of outcomes of complex and innovative functional issues integrating client needs strategic business goal of the function and financial objectives
• involved in directing the implementation and execution of functional business plans integrating functional and financial objectives
• can make functional decisions and recommendations of a broad nature
• may include team lead or supervisory responsibilities

Complexity

• shares in-depth knowledge and experience with direct team to enable decision-making and provide innovative solutions to complex business issues
• works on complex technical projects or business issues requiring strong technical knowledge

Experience

• deep professional experience in several areas
• has strong functional skills
• broad knowledge of all areas within particular corporate sub-function or a function within division

Communication

• represents the company externally on specific subject matters
• finds common ground for functional cooperation
• communicates clear functional requirements and targets
• effectively settles different functional perspectives
• communicates messages related to area of expertise in a timely mannerand with constructive feedback to colleagues & managers

Key Responsibilities & Tasks

Purpose
To act as a trusted advisor and thought leader delivering end-to-end customer success strategies that align with business goals and drive customer transformation. The role fosters cross-functional collaboration and ensures ongoing value and growth through innovative SAP solutions.

Key Responsibilities
include but are not limited to

• MBA preferred.
• Proven track record of successfully managing Cloud consumption.
• Strong background in driving customer adoption and long-term business health.

• Orchestrate the development of transformation roadmaps business architecture and desired customer outcomes in alignment with business cases and partner reviews
• Coordinate SAP solution propositions delivered by solution advisors and executed outcome-based roadmaps for customers with a long-term view
• Develop and implement Customer Success Plans ensuring First and Full Value aligned with customer goals and identify and mitigate risks.
• Drive SAP solution renewal by demonstrating ongoing value and extending customer transformation to accelerate growth
• Innovate and collaborate with customers to fuel new growth opportunities and ensure continuous business success