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At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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. 

Vice President of ISBN Customer Success (Northeast)

Location: SAP Office, Northeast Region preferred

COMPANY DESCRIPTION

SAP’s vision is to help the world run better and improve people’s lives.

The Vice President, Procurement Customer Success, is accountable to a client portfolio and focused on providing strategic account management by collaborating and building trust-based relationships at the executive level and an adoption centric execution that delivers mutual success. Customer Success increases the value derived from SAP Procurement solutions by delivering relevant business insights, best practices and lessons learned to ensure measurable business impact. The primary goals are to maintain and grow customer satisfaction, solution and relationship ROI, renewal rates, and ensure cross functional collaboration and long-term executive engagement and sponsorship.

The VP is accountable to the RVP of ISBN Customer Success and will lead a team of specialized Customer Success Managers (sCSM). This role is accountable for managing the customer execution via our Customer Success Transformation, meeting our business targets and working closely with sales on upsell and account subscription renewal targets.  The role requires a seasoned leader that has strong business acumen and customer management skills. They work effectively and professionally across SAP Procurement lines of business.

Responsibilities:

• Player/Coach role, implementing Customers Success Transformation best practices, and drive adoption performance both at the customer and internally.
• Expertly facilitate monthly executive steering committee meetings, quarterly QBR meetings, risk identification/resolution, and customer reporting.
• Accountable for driving Current Cloud Backlog for the region.
• Effective resource planning and account distribution to drive customer impact, operational efficiency, and scalability.
• Desire and aptitude for building value add engagements with customer stakeholders leveraging value driven discussions and action plans.
• Lead and build sCSM team by hiring talented individuals and developing them.
• Partner internally on customer prioritization, regional forecast, pipeline and the development and execution of the customer portfolio’s account strategy
  • Develop and build partnership with cross functional teams for driving customer success.
  • Create and maintain a rolling 4Q view of Customers & Region health
    • Analyze data on adoption usage, surveys and all other forms of feedback to form comprehensive point of view on customers/region
    • Report on health, propensity to renew and customer action plans
    • Build and maintain a base of referenceable customers (Measured by NPS)
  • Partner with the broader account team (sales, PS, CS, executives) to provide seamless customer interaction and escalation where needed
• Preferred: Customer experience with SCP and Procurement Feature logo’s.
• Preferred: Experience with Software-as-a-Service

Qualifications

• Qualified candidates should be a seasoned professional who has a high level of customer service skills and the ability to work strategically. 

• The successful candidate will possess excellent communication and facilitation skills as well as have the ability to interact with C- Level Executives. 
• Demonstrated ability to develop a strong leadership team focused on empowering team members while ensuring the appropriate communication, resources, training and support tools are in place.
• Proven ability to maximize delivery within cross functional teams who have no direct reporting relationships
• Must be motivated, goal oriented with the proven ability to work independently and maintain a high level of collaboration across geographically diverse teams
• Ability to organize, prioritize, complete activities and meet deadlines
• Requires ability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
• Requires strong oral and written communication skills with the ability to credibly present recommendations at senior levels in the organization; proven ability to adapt communication style to fit geographically diverse styles.
• Requires the ability to understand the lifecycle of customer relationships such that the net result of value created is a customer who is willing to buy.
• Enthusiasm, demonstrated leadership, strong work ethic and a positive attitude is must.

Education and Experience:

• A 4 year college degree, BA or BS required and MBA is plus.
• Possess 7 + years of direct experience in services or consulting and at least 3 years of direct experience in managing people.

Physical and Environmental requirement:

• Standard office/home office environment
• Travel required between 25 to 50 percent.

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.  

We win with inclusion

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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 165,500 -349,500 USD USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 413243 | Work Area:Sales  | Expected Travel: 0 – 50% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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