E-csp Manager for Lac South

hace 3 semanas


Las Condes, Chile SAP A tiempo completo

Requisition ID: 372836
Expected Travel: 0 - 10%
Employment Type: Regular Full Time
Additional Locations:
**Argentina**

**Meet the team**:
The Head of E-CSP for South CSS is a strategic leader who will work with Market Unit Leaders, as well as Global and Regional Cloud ERP and RISE organizations, to define and execute a consistent and sustainable E-CSP operating model delivering on our promise of lifetime value for our customers.

The Head of E-CSP and his team act as strategic customer advisor and drives "One SAP Voice" to provide a unified engagement between the whole customer enterprise and SAP to help align and focus all mutual activities on maximizing customer business value. They are responsible for orchestration of resources across the product portfolio, outcome success plan definition and execution, account and customer specific partner relationship management, issue mitigation, escalation support, opportunistic expansion of solutions or services through lead generation activities.

**What you’ll do**:
The Head of E-CSP for South, in turn, will have dotted-line report for CSS Market Unit (MU) Head and will also function as a local SPOC on Cloud ERP topics with Global program teams.

Expected key tasks include:
**Drive** **South’s E-CSP team for maximum operational success - short-, mid
- and long-term**
- Define and implement a consistent operating model, aligned with SAP’s global strategy, GTM, and engagement model leveraging the Adoption Services Center offerings for efficiency and scale.
- Partner with MU Leaders to define territory models across RISE, Multi-Cloud, Maintenance, and strategic growth customers considering contracted ACV and pre-contract engagements.
- Design and implement a process for Outcome Success Plan execution, in collaboration with Regional Solution Area Leadership, focusing on long-term CLTV growth objectives in parallel to managing quarterly executive engagement.
- Drive the implementation of account strategies and consumption plans that drive customer outcomes and thus, lead to customer renewing their subscriptions and maintenance contracts leveraged by methodologies such as Vision-2-Value and RISE Adoption Framework.
- Engage with Success Delivery Centers, Customer Engagement Support and other teams to leverage expertise as needed throughout the customer lifecycle.
- Leverage stakeholder networks inside and outside Brazil CSS to influence process and program design and develop scalable delivery models.
- Stabilize the newly evolved E-CSP role and promote knowledge sharing and collaboration.
- Serve as the South Cloud ERP SPOC for global program teams and KPI management.

**Drive effective execution on Market Unit level**
- Ensure 'Customer first' and delivery of value to South Cloud ERP customers as ONE SAP.
- Drive value contribution of the E-CSP role and lead/contribute to business and engagement model transformation discussions across differentiated senior executive engagement.
- Development and coaching of the MU E-CSP team.
- Ensure operational excellence - including effective utilization of shared services provided by supporting matrix functions.
- Be a role model as a manager and business leader.

**Success Measurement**:
Success will be measured both quantitatively and qualitatively. Main KPIs are:

- Current Cloud Backlog, Revenue retention, Renewal performance, Deployed ACV and Solution Consumption
- Customer Satisfaction & Reference-ability
- Compliance to CSS methodologies across Relationship Assessments, Outcome Success Plans, Value Realization Planning, RISE Adoption Framework and Commercial planning

**What you bring: Requirements**:

- Experience managing and developing teams of high-performing, experienced people
- Demonstrated ability to work in a highly matrixed environment including Sales and Customer Success organizations
- Expert verbal/non-verbal communication, relationship building and executive presence skills
- Understanding of SAP solution portfolio and the business processes they enable
- Ability to engage customers regarding business outcomes, value realization modelling, ROI experience
- Strong governance and stakeholder management skills Experience across OnPrem, SAAS, PAAS, and IAAS processes and business models (e.g. provisioning, onboarding, customer support)
- Experience leading commercial discussions regarding renewals, expansions, and up-sells
- Strong personal network within SAP is an advantage
- Bachelor’s degree or equivalent required.

**Key competencies**
- **
Transformational Leader**: Capable of running a sizeable business, and conversant across sales, delivery and cloud customer success. Ability to operate at both the strategic and tactical levels, as well as see and articulate the bigger picture
- ** Lead by influence**: Understands the strengths of matrix organizations and is adept at inspiring and leading people, even if they are not in direct reporting line.
- ** Strong, Positive & Motivational leader**: Proven


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