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The SpecialistCustomerSuccessManager (CSP) :
o CFO (office of the CFO) has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.
The focus of this position is two fold, to maximize the value that customers receive through SAP oCFO solution adoption to ensure that the customers deploy and use of all of their entitled subscription software.
The sCSM is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management.
The sCSM is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer.
Duties and Responsibilities
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Develop and implement account strategies and implementation plans for emerging and renewal customers that further existing account adoption and identify new business opportunities within assigned accounts.
These plans should:
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Ensure rapid adoption and enablement of solutions that drive value for the customer.
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Expand business process automation across the specific Line of business applications.
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Increase the customer's usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.
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Complete Relationship Assessments, Outcome Success Plans, initiate tracking, and maintain associated tasks for each account in the portfolio.
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Develop and nurture account relationship and engage C:
Level and program sponsors to ensure customersuccess.
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Track SLA performance, usage and adoption metrics, and overall customer satisfaction.
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Meet or exceed account:
specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
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Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, Product support personnel, Global Account Directors, Managing Partners and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
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Act as primary escalation point for cloud solutions for those accounts within their portfolio.
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Focus on Customer extended adoption and foster solutions consumptions using all available tools, orchestrate experts deployment and AI use case consumptions
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Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecastingof the renewal and network growth
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Demand generation within oCFO stack and cross fertilization of other sub:
solution and Solution lines, follow:
up on management and commercial negotiation of derivate opportunities (from Leads to opportunity closing) for Upsell and renewal
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Prepare and deploy strategy for Renewal and churn control of customer engagements.
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Facilitate quarterly Account Reviews and monthly Relationship Reviews with customer and Account team members to confirm ongoing customer account goals and levallois / perret Finance, Banking & Insurance, Human Resources, Legal CDI Competitive
