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Customer Success Partner Associate

1 month ago

Jakarta, Indonesia SAP Full time

**We help the world run better**

**Customer Management**
- The CSP has overall responsibility for the management of strategic cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.
- The CSP is accountable to create and maintain a comprehensive view of assigned accounts through proactive account planning, and alignment of customers’ business strategies to product, solution and partner road mapping.
- They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
- The CSP will leverage system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew.
- Develops trust and deep relationship with customer stakeholders, account key decision makers and executive sponsors by establishing regular cadence of interactions.
- Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
- The CSP will be managing accounts with complex systems, stakeholder networks and higher ranges of Total Managed Contract values.
- The CSP maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. IAE, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk and our ecosystem partners).

**Value Management**
- Drives customer references; pushes for reference stories across accounts.
- Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account.
- Manages the renewal processes through qualification, needs analysis, commercial negotiation and close.
- Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, webinars, thought leadership, etc.

**Customer Adoption**
- The CSP is accountable for engagement with the customer, account team and other commercial stakeholders.
- The CSP manages the renewal cycle for their customers in tight collaboration with relevant internal stakeholders, effective positioning of the specific Line of Business value proposition to leverage adoption of our solutions and services necessary to support the customer.
- Drives opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth opportunities.
- Facilitates quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships.

Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.

**Customer Management**
- The CSP has overall responsibility for the management of strategic cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.
- The CSP is accountable to create and maintain a comprehensive view of assigned accounts through proactive account planning, and alignment of customers’ business strategies to product, solution and partner road mapping.
- They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
- The CSP will leverage system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew.
- Develops trust and deep relationship with customer stakeholders, account key decision makers and executive sponsors by establishing regular cadence of interactions.
- Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
- The CSP will be managing accounts with complex systems, stakeholder networks and higher ranges of Total Managed Contract values.
- The CSP maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. IAE, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk and our ecosystem partners).

**Value Management**
- Drives customer references; pushes for reference stories across accounts.
- Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account.
- Manages the renewal processes through qualification, needs analysis, commercial negotiation and close.
- Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adopti