Senior Customer Success Partner (f/m/d) HXM Cloud

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Job Reference:

15db047a1a69

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2

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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 choosefrom.

Senior Customer Success Partner (f/m/d) HXM Cloud

YOUR FUTURE ROLE

The SAP SuccessFactors Customer Success Partner (CSP) manages assigned Cloud customer accounts. This includes account management strategies for full system adoption and utilization and expansion plans to ensure profitable growth within these customers. Everything the CSP does on a day-to-day basis with its customers supports the goals of optimal system adoption, revenue retention, and expansion. The CSP’s mission is to increase customer retention, renewals, upsells, and cross-sells by building strong relationships with key customer stakeholders and ensuring customers adopt full functionality to maximize the value of their partnership with SAP.

The CSP is the customer's primary point of contact. They are expected to have a very good view of what ‘operating in the cloud’ means and be able to articulate that viewpoint to the customer. They join the customer on their HR, business, and digital transformational journey, advising them on potential bumps in the road, encouraging Cloud behavior, and steering them away from the pitfalls of On-Premises thinking. Depending on size, CSPs are field-based and assigned to approximately 3-10 customer accounts.

• Understand customer needs and how to leverage SAP solutions to address them.
• Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP SuccessFactors.
• Consistently monitor account health, identify early warning signs for risk, proactively address problems, and drive solution consumption.
• Provide Quarterly Release Reviews to support customers in developing an appropriate strategy that minimizes impact on existing solutions and assists in maximizing feature adoption and outcome optimization
• Proactive and reactive response to Early Warning System alerts for adoption and support derailers, orchestrate top issue management, and provide trend analysis for proactive risk mitigation

Effective Commercial Management:

• Manage, track, and update account activities related to subscriptions, financial practices, contract terms, and product usage.
• Retain current revenue footprint and look for expansion opportunities.
• Work closely with administration and renewals to ensure timely renewal forecasts are executed.
• Build Account Relationships:
• Develop trusting and deep relationships with multiple stakeholders.
• Understand various levels of customer organization (C-Level, System Admin/User, HR, Finance, IT, etc.).
• Advocate for and become the voice of the customer within SAP, understand competitive threats, and utilize proper escalation channels to help customers in times of need.

Manage Reference-ability:

• Drive customer references and business transformational stories across accounts.
• Establish success metrics, annual goals, and key objectives agreed with the customer.

YOUR PROFILE

• A self-starter with energy, drive, and the ability to manage multiple priorities.
• You are highly customer and a proactive learner, and you enjoy customer success
• Excellent knowledge of SaaS models and Cloud mindset.
• Experience in Human Capital or Human Experience Management, Recruiting, Learning, Compensation, and/or Management.
• Commercial and/or customer-facing (pre-)sales experience, including experience developing account management plans & contract negotiation.
• Project Management Experience.
• Knowledge of HR system landscapes and the IT transformation from on-premises to Cloud.
• Proficiency in Microsoft Office: Excel, PowerPoint, Word and Outlook.
• Excellent communication and presentation skills in written and verbal German and English are necessary.

Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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,you can bring out your best.