Customer Success Partner Expert (SAP BTP)

• The focus of this position is to help customers consume SAP Business Technology Platform (SAP BTP) within their application projects as the cloud platform-of-choice. BTP is the engine for innovation through integration, extension, and analysis scenarios of the Intelligent Enterprise. SAP BTP CSMs work with the most cutting-edge and innovative SAP solutions and coach SAP s most strategic customers towards a successful cloud transformation.
• The BTP Customer Success Manager (CSM) role is responsible for developing relationships with technical decision makers in their assigned accounts to ensure broad consumption of the portfolio both within and across application projects through Technical Advisory.

Responsibilities:

• You will proactively partner with customers to sustainably increase consumption of SAP BTP services, and coordinate activities with the Account Team, by building out a joint outcome-based plan, and drive a mutual understanding of IT-Architecture and business value.
• You understand the big picture, deliver expertise with digital transformation, and advise on technical and business architectures.
• Strategically support the development of accounts and renewal opportunities
• Support and drive Market Unit CSM demand generation initiatives, working with Demand Management, Sales, and Marketing to further Clouds growth.
• Prepare and deliver a renewal execution strategy optimizing renewals for profitability and customer satisfaction
• Drive innovation and incubation areas through the introduction of AI everywhere, adoption of digital modalities and extension of digital motions along the customer value lifecycle via a tight interlock with the Customer Success go-to-market and transformational strategies.
• You are the primary SAP BTP strategic point of contact and will orchestrate success resources across SAP and customers, leveraging assets of the SAP BTP engagement model.
• You will analyse your customer s technical needs and execute consumption plans for your assigned customers.
• You will instruct and prepare the customer to make the best use of the solution, in alignment with SAP strategy and roadmap.
• You will be a voice of the customer to internal SAP stakeholders. You will work with colleagues from a broad variety of groups such as Cloud Success Services life-cycle relevant centers of experts, Account Teams, Pre-sales, Product Management groups, Support, Services, Partners, etc
• Run effectively revenue retention programs

What you bring

• Have 14+ years of experience working in the IT Industry. Your background could be Software Engineering, Solution Management, Project/Product Management, Project Implementation, Pre-sales, Technical Customer Engagement, Customer Success, Proactive Support Services Consulting, etc
• Have excellent understanding of one or more areas of the SAP BTP portfolio: SAP BTP Extension and Integration Suite, Cloud Databases, Cloud Data Management Solutions.
• Have a working knowledge of hybrid and cloud-based landscapes and can guide customers on technology architectures and strategies. Certifications in enterprise architecture are a plus.
• Have foundational knowledge of public cloud platforms and providers (eg Microsoft Azure, Amazon Web Services, Google Cloud, etc)
• Have professional experience with implementing cloud initiatives.
• Have excellent communication and presentation skills. Familiarity with design thinking methodology is a plus.
• Communicate proactively and can prioritize efficiently. You have a strong sense of accountability.
• Can manage complex organizational dynamics both internally as well as externally with customers and partners, manage risks, and de-escalate critical customer situations
• Can continuously learn and adapt to the unique business and cultural practices of each region/country.
• Have a strong customer service mindset and customer empathy.
• Have a passion for learning new technologies and enjoy problem solving.
• Thrive in a dynamic team-based environment and can guide new team members into the role