SAP SE Hiring for Senior Specialist Customer Success Partner – SAP Ariba at Dubai Full Time

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Senior Specialist Customer Success Partner – SAP Ariba

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

THE ROLE

To help customers to obtain the maximum benefit from their relationship, SAP aligns business interactions into a number of specialist “Solution Areas” where customers in a related business area can interact with people who high skills and experience in that business area and how SAP solutions can add value e.g. Procurement, HXM

The Specialist Customer Success Partner (CSP) is a senior role that proactively and continuously engages with a finite number of strategic SAP customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle with their specialist business area .

The Specialist CSP is the primary post sale contact point for their specialist area in some of our most strategic accounts. They provide “One Face” to orchestrate a unified engagement between the specific customer business area and the SAP solution areas to help align and focus all mutual activities on maximizing customer Business Value.

They are deeply experienced in the specialist customer business area and this helps increase efficiency and productivity of both SAP and customer internal teams and helps ensure all activity is focused on accelerating and balancing overall value realization activities within their customer business area.

The Ariba Specialist Customer Success Partner :

• help s SAP Ariba customers achieve business outcomes by engaging as a trusted strategic customer advisor assuring the promise of the intelligent enterprise with the customer business area senior stakeholders executives, engaging and aligning the right SAP expert with each stage of the customer’s transformation.
• helps provide a single strategic point of contact to help streamline and simplify the engagement by aligning and orchestrating all activities within their specialist Solution Area to maximize customer business outcomes.
• provide the customer and SAP with clear visibility and governance into the SAP solution area engagement to help effective decision making and prioritization of activities for mutual benefit
• is supported by a virtual team of multiple CE&X life-cycle relevant centres of experts and capabilities to help lever SAP wide global experience and expertise to reduce customer risk and accelerate & maximize overall value.
• has accountability for assuring customer satisfaction, the continuity of the customer’s subscription & maintenance-based solutions and maximizing their usage & realized value.

Using their focused business area knowledge and skills, the Specialist CSP helps ensure that the customer receives the maximum business value from their involvement with SAP and also positively impact s SAP’s business performance, helping align all activities, secure renewals, reduce cancellations and enabling business expansion

KEY OBJECTIVES & ACCOUNTABILITIES

• Build mutually beneficial executive & stakeholder relationships as a strategic advisor for life
• Understand and support customer’s business strategy, objectives & goals, reviews business cases, to ensure maximum value realization.
• Proactively demonstrate ways that the SAP Ariba solution area can help the customer in the context of their industry, business strategy, business area strategy, market conditions/climate, and strategic objectives.
• Ensure continuity, reference-ability & satisfaction in the subscription services and proactively look for ways that SAP can add incremental business value for the customer.

MAJOR ACTIVITIES

• Primary post-sales customer executive point of contact, establishes and maintains customer specialist business area level engagement governance across customer and SAP
• Proactive engagement with customers for lifetime of relationship with SAP
• Builds senior and mid-level executive relationships to drive value realizations
• Conducts regular customer success/ business reviews with the customer stakeholders to assess and deliver deeper customer value
• Executes solution area level Relationship Assessments.
• Develops, maintains, and actions Outcome Success Plan (OSP) at Solution Area level
• Responsible for structured internal (VAT) / external stakeholder alignment & communication
• Monitors & aligns Solution Area Customer Success and Premium Service delivery
• Assures purposeful engagement of post-sale SAP & Partner (e.g. implementation partner)
• Supported by CE&X Centers and SAP resources for deeper subject matter expertise
• Monitors & drives customer consumption and usage of entitlements with Solution Area
• Proactively addresses improvement opportunities identified via NPS or other means
• Provides customer advocacy & provides a feedback loop into appropriate SAP stakeholders
• Manages the subscription services renewal & commercial processes for Solution Area
• Identifies upsell/cross sell opportunities and cooperates with sales to pursue
• Aligns at the SAP market unit and regional level to ensure strong local customer support
• Aligns with Enterprise Customer Support Partner when one is assigned to the account.

WORK EXPERIENCE:

• At least 4 years senior level experience in a customer facing engagement in complex business software / IT solutions & organizations
• Proven expertise in SAP Ariba solution area and Business Network and Procurement is needed
• Strong customer success focus with empathy for customer and ability to earn trusted strategic advisor status
• Proven verbal/non-verbal communication, relationship building and customer presence skills
• Demonstrated experience and expertise providing senior stakeholder level sponsorship & relationships at executive/senior stakeholder level in customer accounts
• Demonstrated deep expertise in the SAP Ariba business area – understanding business environment, challenges and value propositions ideally as a customer
• Demonstrated success in dealing with difficult customer situations, discussing complex and often sensitive issues with customer executives
• Demonstrated business and commercial acumen and experience – “sales savvy”
• Demonstrated experience in driving results within a complex matrix organization
• Demonstrated deep knowledge of how companies operate / business models, strategies and end-to-end business processes
• Proven ability to identify specific Customer added value opportunities and progress them to successful customer outcomes
• Demonstrated experience in program management and/or client management
• Demonstrated ability to anticipate, mitigate and solve problems
• Demonstrable exposure to multicultural scenarios / international work experience
• Demonstrable good understanding of how SAP customers deploy and support solutions
• Demonstrated skills and ability to evaluate current Customer operations in comparison to SAP and customer strategic objectives
• Deep expertise one or more industries or other Business Areas is a plus
• Proven ability to manage in complex organizations and apply risk-mitigation strategies to customer situations is a plus
• Experience with complex global transformation programs in a consulting or advisory capacity across the SAP product portfolio and partner network is a plus
• Experience driving renewals, expansions and up-sells of subscription or perpetual license-based solutions is a plus
• Alignment with product / solution management teams / organization a plus
• Established relationships with account teams and Industry teams is a plus
• Willingness to travel

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

• Expert Business area knowledge & experience within SAP Ariba and Business Network and Procurement topics
• Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook
• Excellent verbal and non-verbal Arabic & English language skills
• Excellent Executive & senior stakeholder level Relationship & Trust Building
• Expert governance and stakeholder management skills
• Expert in Complex Account Management & Engagement
• Expert in managing and driving results from virtual teams and matrix organisation
• Strong Customer Centric & Value Based Mindset
• Strong Business, Solution and Commercial understanding & Acumen
• Strong Teamwork and Collaboration
• Ability to manage through a crisis
• Innovative Thinking
• Business outcome, value realization modelling, ROI experience
• Quality Focus & Results-Driven
• Self-Development
• Intercultural Sensitivity
• Conflict Management & C ritical Problem Solving
• Change Management Methods
• Customer Lifecycle Management
• IT Principles and Data Security
• Broad understanding of SAP solutions portfolio and the business processes they enable
• Knowledge of Cloud & On-premise Market
• Knowledge of Cloud & On-premise Delivery Models

We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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: Americas: [email protected]  or [email protected] , APJ: [email protected] , EMEA: [email protected] .

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: 319156  | Work Area: Sales  | Expected Travel: 0 – 10%  | Career Status: Professional  | Employment Type: Regular Full Time | Additional Locations: 

Job Segment: SAP, ERP, Consulting, Program Manager, Customer Service, Technology, Management

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Stay relevant, agile, successful. SAP’s robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged – and working towards their individual career goals.

Senior Specialist Customer Success Partner – SAP Ariba