SAP Preferred Success Scale

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. 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.

The Preferred Success Customer Success Partner (CSP) Lead

With SAP’s growing subscription revenue and increasing number of customers using cloud solutions, the Customer Success Partner (CSP) drives value across the customer lifecycle through successful solution adoption and ongoing renewals that foster account expansion.

The SAP Cloud Success organization is aiming to create an industry-leading virtual customer engagement experience for our customers, with on-demand access to self-service, guidance, and experts from SAP (CSPs) after they have purchased an SAP solution.

Your role

As a team lead in the LAC region, you will closely collaborate with the CSP Regional head and CSPs to facilitate successful engagements with our customers. You will also support the day-to-day business execution and leadership of the LAC CSP team.

As a CSP lead, you will demonstrate all leadership responsibilities: create the future, build a team, develop people, manage performance as well as support the day-to-day business execution and management of the CSP team.

What you will do

• Lead a team of Preferred Success Customer Success Partners (CSP) within the region.
• Ensure team is successful at proactively engaging with their customers to drive success across contract lifecycle.
• Lead team of CSPs to implement, expand and scale business to drive long-term customer success.
• Support the success of direct reports by helping to identify development opportunities and supporting team members to achieve their goals.
• Assess the performance of the region to establish internal strengths and weaknesses, providing recommendations on the development of people and performance improvement.
• Establish an active feedback loop with CSPs to discover opportunities that contribute to further scale and collect and share best practices that can help the team grow.
• Act as primary point of escalation for customers account issues.
• Develop and implement strategies and plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions.
• Monitor SLA performance and maintain high level of customer satisfaction.
• Engage with global teams to leverage expertise as needed throughout the customer lifecycle.
• Contribute to library of success plays and best practices to further grow SAP's ability to drive customer success.
• Achieve operational and renewal rate goals across the team.
• Collaborate effectively with cross-functional teams and leaders.
• Manage resources, ensuring business critical & innovative results.
• Build action plans and support operational decisions on policies, tactics, resources critical to the function's business success to ensure delivery against strategy of the team and region.
• Accountable for annual goals established for team or and region.
• Involvement in and responsible for recruiting new hires.

What you bring

• A professional and clear communication style with ability to collaborate at C-Level.
• High attention to detail.
• Ability to successfully track, monitor and drive projects and initiatives across large teams.
• Take point in project and team discussions, and set clear expectations and next steps.
• An ability to conduct research on unfamiliar topics by seeking relevant enablement and collaborating across teams.
• Strong presentation and analysis reporting.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Fluency in English, Spanish, Portuguese.
• Strong understanding of Preferred Success and Scale delivery an advantage.
• Experience with successful collaboration with regional and global leadership teams.
• Experience in territory management & accountability.
• Strong communication and negotiation skills.
• Flexible and adaptable approach to team and project management within a fast-changing delivery segment.
• Excellent governance and stakeholder management skills.
• Demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status.
• Demonstrated success in dealing with challenging and complex situations.
• Strong orientation to teamwork and collaboration.
• Excellent listening, written and oral communication skills.

PROFILE

• Trust.
• Multi-tasker.
• Confident in managing up, down and across.
• Good sounding board for others.
• Provide open, honest feedback.

Meet your team
We are part of the global Customer Success Management and Engagement team, focused on driving customer success at scale. The regional LAC team works virtually and offers a great opportunity to be part of a very diverse team and closely collaborate with multilingual colleagues with various backgrounds and cultures.

We welcome colleagues bringing new perspectives to the team and like being challenged how we can further improve. If you also believe that team collaboration is key for success, you might be the new colleague we are looking for.

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:

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.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 400630 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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