Reporting to the Growth Officer of Greater China, this role is responsible for designing and overseeing the execution of Cloud adoption and consumption motions. The focus is on both Private and Public Cloud customers to drive a healthy business across the region.
Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance.
Build trusted relationships with customers to support value-based consumption focused activities.
Monitors SLA performance and maintain high level of customer satisfaction.
Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle.
Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans.
Act as primary point of escalation for customers account issues.
Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success.
Identify opportunities at customer to grow SAP footprint through expansion of licenses or services.