Customer Solution Adoption Associate (m/f/d) - Customer First (EMEA and MEE) in Walldorf

Jobbeschreibung

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

PURPOSE AND OBJECTIVES

Customer First are dedicated to helping our customers realize the full value of SAP Analytics Cloud solutions.  The SAP Analytics (SAC) CEE Team work with customers post-sale to help on-board, enable, adopt and use the solutions through one on one interactions and digital self-service tools and enablement.  We are the customer’s trusted advisor and internal advocate throughout the customer lifecycle with an end to end view of the customer’s post sale adoption success. Our team of experts plays a strategic role within the organization identifying and leveraging teams and resources across SAP for the benefit of the customer’s success.  

We are looking for a Customer Solution Adoption Associate to work with our largest and most strategic customers to drive adoption and usage for the product through every aspect of the customer journey.  The Associate builds a long-term, trusted advisor relationship for the entire customer journey post sales as the person who can help the customer achieve their business goals with SAP’s Analytics Cloud portfolio.  

EXPECTATIONS AND TASKS

The Customer Solution Adoption Associate operates post-sale and manages customer requirements end-to-end by orchestrating execution across SAP teams to align with customer needs and expectations. The end goal is to support customer success and ensure customers have a positive experience with SAP. The following tasks are involved:

· Partner with customers post-sales to drive successful adoption of SAP Analytics Cloud in alignment with their business goals. 

· Orchestrate customer success execution across SAP:  

o Act as primary contact and escalation point for the customer and be the advocate and voice of the customer internally. 

o Maintain a close working relationship with other regional business teams such as Sales, Consulting, MaxAttention, Support and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.

o Align and orchestrate execution across organization and resources to address customer needs. and support customers and their success in the product.

· Drive customer adoption, value realization and renewal:

o Deliver onboarding to SAP Analytics Cloud, remove adoption roadblocks, and nurture a positive customer experience. 

o Connect to technical experts: work with development, services and product management to remove roadblocks, escalate customer issues and feature requests.

o Gather customer product requirements and collaborate closely with software developers and product team to pass on customer feedback and help shape the product roadmap. 

o Collect feedback: record all customer interaction data to create a timely and effective feedback loop with product management. 

o Work with the account and commercial teams to drive renewals including accurate forecasting of the renewal opportunities

· Drive transparency proactive analysis: 

o Provide 360 view of the customer (e.g. executive summary, success plans, escalation write ups etc.)

o Evaluate customer performance, usage, and engagement in order to take a data-backed and proactive approach to customer relationship management.

o Facilitate quarterly customer success reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

· Knowledge/insight into SaaS business models and the software industry.

· SAP Analytics Cloud (SAC) Sales or pre-sales experience

· SAP Analytics Cloud (SAC) Product knowledge

· Multi-lingual (Languages required inc. English, French, German, Spanish, Italian, Dutch, Swedish)

· Customer centric mindset.

· Strong team player able to work collaboratively with stakeholders across the organization

· Ability to work effectively in an international fast-paced, dynamic environment.

· Ability to take initiative and solve problems.

· Post-secondary education or equivalent required.

NICE TO HAVES:

· Experience with BI tools

· Technical knowledge as it relates to SAP products.

WORK EXPERIENCE

· 3+ years of professional experience with strong expertise in analytics and planning.

· Experience in Customer facing role ideally sales/ pre-sale

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own.

A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

Extra Informationen

Status

Inaktiv

Standort

Walldorf

Jobart

Karrierestarter

Tätigkeitsbereich

IT / Software-Entwicklung / Programmierung

Führerschein erforderlich?

Nein

Auto erforderlich?

Nein

Motivationsschreiben erforderlich?

Nein