Customer Success Lead

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia SAP SE Full time

We enable our customers to succeed in today's fast-paced digital landscape. As a global leader in enterprise application software, SAP SE fosters a culture of collaboration, shared passion, and innovation to make the world a better place.

The Services Engagement Expert plays a pivotal role in our team, collaborating closely with customers under long-term post-sales engagements. These engagements involve collaborative relationships between customers and individual resources or teams with specific mandates based on defined contracts.

The primary goal of this role is to support long-term engagements between customers and SAP. The engagement encompasses enterprise-wide adoption, consumption, and operation of SAP-centric solutions.

To achieve this, the Services Engagement Expert manages relevant activities to proactively support customer initiatives and solution usage, ensuring adoption and consumption. They work in engagements with moderate complexity or collaborate with more experienced colleagues who help judge situations and create action plans for complex scenarios.

Main Responsibilities
  1. Customer Understanding and Situation Analysis
    1. Acquire a profound understanding of the customer's business, encompassing challenges, pain points, and industry specifics.
    2. Analyze the customer organization, including stakeholders, implementation partners, and service providers, and how this structure may influence the customer's success with SAP.
    3. Determine SAP's status at the customer's enterprise, covering current contractual footprint and adoption, past escalations, customer feedback provided to SAP, and potential future footprint to meet customer needs.
    4. Analyze the current customer situation, maturity of SAP solution operations, and IT service delivery.
  2. Engagement Setup
    1. Collaborate with the customer to clarify the scope of the engagement.
    2. Develop a high-level delivery plan, integrating engagement roadmap, innovation roadmap, adoption targets, engagement focus areas, and governance model.
    3. Determine goals and Key Performance Indicators (KPI) for the engagement.
    4. Implement a governance model, including meeting cadence and escalation path.
    5. Rapidly expedite SAP's collaboration platform at the customer.
    6. Present an initial action plan to the customer as the starting point for the engagement.
  3. Engagement Governance
    1. Align the action plan with the account team and other internal stakeholders as required.
    2. Attend executive meetings, providing an overview of the engagement contribution to demonstrate value delivered.
    3. Understand engagement performance expectations and adhere to delivery standards and KPIs.
  4. Engagement Development
    1. Discover opportunities outside own area of responsibility to share with the account team.
    2. Support customer retention and Premium Engagement contract renewals.
  5. Customer Relationship Management
    1. Nurture a trustworthy relationship with the customer.
    2. Take ownership of communication of relevant topics between the customer's organization and SAP during the engagement lifecycle.
    3. Capture customer experience, including reference calls, videos, success stories, etc.
    4. Coordinate, schedule, trigger, and follow-up on customer feedback, such as Qualtrics Surveys.
  6. Engagement Management and Planning
    1. Be aware of customer entitlement while adhering to entitlement or contract guidelines.
    2. Leverage the supporting ecosystem to identify relevant SAP portfolio items to accelerate adoption and maximize customer value while supporting SAP delivery efficiency.
    3. Manage a long-term engagement plan based on customer solutions, projects, and top issues.
    4. Respond to short-term needs to prevent issues.
  7. Anticipation and Identification of Risks and Top Issues
    1. Recognize and evaluate potential issues and risks related to SAP solutions, associated business processes, and customer initiatives.
    2. Offer guidance on issue resolution.
    3. Involve SAP experts, as well as experts from the customer and partners if deeper expertise is required.
    4. Create an action plan for root-cause analysis and resolution of the customer's issues and top issues.
    5. Support preparation of executive briefing to provide background and status on high-profile customer top issues.
    6. Document top issues to provide transparency on status and progress throughout SAP.
  8. Escalation Management for Critical Situations
    1. Understand the importance of all issues raised and recommendations given to the customer.
    2. Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables.
    3. Elevate critical situations to SAP and customer management when necessary.
    4. Highlight churn or maintenance at risk situations.
  9. Engagement Delivery
    1. Supervise execution of the engagement plan by aligning, scheduling, scoping, ordering, and supporting the delivery of Premium Engagement services.
    2. Monitor service deliveries to ensure value realization and visibility of value delivered to the customer.
  10. Documentation and Reporting of Engagement Status, Action, and Value
    1. Regularly report the status of engagement deliverables, accomplishments, and value to the customer or front office team.
    2. Update the customer's information and status in respective systems.
  11. Promote Most Relevant Supporting SAP Processes and Tools
    1. Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable.
    2. Provide assistance with first steps to ensure seamless onboarding.
    3. Inform the customer on SAP's Support processes to drive efficient incident resolution.
  12. Internal Feedback
    1. Share feedback on processes and highlight improvement potential for SAP engagements.

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