Senior Specialist Customer Success Partner – SAP Ariba

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 travelEDUCATION 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��� Bachelor equivalent: Yes. MBA Preferred��� 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 & Critical 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

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