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Emea Fieldglass Program Success Expert

7 months ago

London, United Kingdom SAP Full time

**We help the world run better**

**Fieldglass Program Success Expert**

**Job Title**:Customer Success Partner Expert**
**Job Title ID**:30004103**
**Career Level**:T4PF (Expert)**:
**Job Family Definition**

**Key Responsibilities & Tasks**

The Program Success Manager (PSM) - Expert proactively engages with an assigned portfolio of larger, more complex customers to drive mutual success across the Customer Lifetime Value (CLTV) cycle. The PSM Expert helps larger, more complex customers achieve business outcomes by engaging as a trusted advisor to the customer’s External Workforce Program stakeholders and aligning with the right customer LoB senior executive(s) for each stage of the customer’s transformation. By driving a high level of customer value realization, the PSM Expert will be driving adoption and ensuring the External Workforce Program is achieving the stated program objectives and KPIs.

***The main areas of responsibility are**:
**1. Customer Success**:

- Accountable and responsible for customer’s success with the SAP Fieldglass solution, including adoption, user experience and program objective achievement.
- Engages with the customer's External Workforce Program stakeholders as a trusted advisor to ensure customer’s success with the Fieldglass solution.
- Executes External Workforce program level Relationship Assessments and provides implementation guidance and ensure implementation success (activation).
- Develops, maintains, and actions External Workforce Program level Outcome Success Plan (OSP) and conducts regular customer success/ business reviews to assess and deliver deeper customer value, i.e. to drive customer consumption and usage of Fieldglass entitlements.
- Stays knowledgeable on customer’s industry, business strategy, LoB strategy, market conditions/climate, as well as LoB(s).

2. Engagement & Coordination:

- Primary post-sales customer senior executive point of contact at the External Workforce solution level, establishes close relationship governance.
- Orchestrates success resources across SAP to accomplish customer's desired outcomes. (incl Partner if applicable).
- Proactively addresses improvement opportunities identified via NPS or other means.
- Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders.
- Aligns with Customer Success Partners to ensure strong local customer support coordination.

3. Consumption & Commercials:

- Monitors and drives SAP Fieldglass adoption / consumption and documents business impact.
- Identifies and mitigates risks to current and future reoccurring revenue.
- Support customer cloud and premium subscription (if applicable) renewals and other commercial events and works with the Customer Renewal Center (CRC) to Manage customer cloud renewals.
- Maintains close alignment with sales and discovers and communicates upsell/ cross-sell opportunities.
- Assures customer is referenceable and facilitates reference process

**Experience & Educational Requirements**

Experience & Language Requirements:
Account Management
- +8 years of experience in account management related activities resulting in a demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status.
- Proven ability in driving renewals, expansions and up-sells of subscription or perpetual license based solutions / services; sales savvy & able to identify new opportunities for customer to leverage new or expanded SAP solutions.
- Deep knowledge of how SAP operates and drives “Customer Lifetime Value”.

Functional Expertise
- Expert level SAP Fieldglass domain expertise with deep expertise in one or more industry a plus.
- Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits.
- Experience with complex global transformation programs in a consulting or advisory capacity across Fieldglass and the Fieldglass ecosystem.

Soft Skills
- Excellent executive presence & strong relationship building skills.
- Excellent verbal and non-verbal communication skills.
- Strong program / project management.
- Expert governance and stakeholder management skills.
- Strong commercial / deal support skills.
- Aptitude for creative/innovative thinking and analysis
- Experience managing through conflict

SAP-Specific Knowledge
- Broad understanding of SAP Procurement portfolio and the business processes they enable with deep expertise in External Workforce and its underlying LoBs.
- Established relationships with SAP MU leadership, account teams and Industry teams.
- Deep understanding of Fieldglass products, relationships with solution management organization and related partner ecosystem as appropriate.
- Detailed understanding of navigating SAP’s support processes, Organization(s) and tools (e.g., Customer Engagement Workplac