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Customer Success Business Partner
hace 2 meses
About the Role:
This is a client-facing position that involves delivering ongoing support and guidance to clients on business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that promote overall customer satisfaction, product adoption, and retention & renewals.
Key Responsibilities:
- Develop a trusted relationship with key stakeholders and decision makers.
- Understand and respond to customer needs, bringing the customer's value into focus.
- Define and drive a targeted goal-based support engagement plan to realize key business objectives, providing 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 customers in developing an appropriate strategy that maximizes adoption.
- Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, acting as an escalation point and collaborating with other departments as needed.
Requirements:
- Proven record of successful account management, a proactive learner, and creative problem solver who thrives in a fast-paced environment.
- Enjoy interactions that lead to ultimate customer success and satisfaction.
- Focus on details, particularly with communication, follow-up, and documentation, delighting 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 Latin-America (with potential to support US).
- Fluent in Spanish and English.
About the Team:
We are a team of nearly 25 Customer Success Partners based out of 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.
Benefits & Location: We operate a Hybrid working environment where our Pledge to Flex model allows for Flexible Working options. This position can be based in Mexico & attendance is required in person.
