Consumption & Excellence Office

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Expectations Consumption & Excellence Office

Objective: The Consumption & Excellence Office , part of the CRO Organization, is a dedicated team focused on enabling post-sales success (i.e. adoption and consumption) within a specific LoB in close collaboration with our CSM organization.

This team plays a critical role in accelerating value realization and maximizing customer outcomes.

Key Responsibilities & Focus Areas

1. Best Practices and Technology Enablement

Serve as the thought leader and best practices enablement team between the Sales and CSM teams. Ensure consistent execution (e.g. quarterly business reviews with clients, adoption plan adherence) and foster a culture of excellence in customer success, embedding the latest technologies and tools for optimized delivery.

2. Proactive Risk Mitigation (ACV at Risk)

Actively monitor and manage ACV risks for all contracts renewing 12-36 months out. Detect early warning signs and work with CSMs and Account Teams to develop and implement proactive mitigation strategies to ensure customer satisfaction and retention.

3. Cross-Team Alignment

Collaborate with the CS&D teams, the implementation partner and the CSM teams to support execution of the CSM playbook; providing a holistic view of the customer lifecycle and aligning efforts for value-driven engagement. Work closely with these teams to ensure a unified approach, incorporating customer feedback to continuously improve outcomes and strengthen customer relationships.

4. Driving Consumption & Execution

Partner with CS&D and CSMs to translate adoption plans into measurable consumption outcomes. Track actual usage against planned adoption of licensed products, identifying gaps and taking targeted corrective actions to ensure full consumption and value realization. Identify trends (e.g. specific products not being used across customers) analyze the underlying causes, and define targeted enablement or remediation actions to drive adoption (e.g. turn data into actionable insights!).

5. Recovery Plan Creation Support CSM Teams in building recovery plans for accounts that are off track in consumption or value realization. Be the sparring partner for the CSM organization and help identify actions to solve consumption issues. Ensure plans are actionable, customer-specific, and focused on driving measurable impact.

6. Cross-sell
Deliver best practices for upsell and cross-sell. Work closely with the sales Teams to introduce additional solutions and maximize customer value and spend. This office supports S-CSMs in building of demand. While we reference cross/up-sell, it is important to explicitly highlight that S-CSMs work with end users and buyers of deployed sub-solutions to drive lead generation and expansion opportunities.

7. Forecasting
Maintain accurate forecasts, track churn risks, and adjust projections as needed. Participate in joint adoption, forecast and pipeline reviews, ensuring the accuracy of sales projections and customer success plans. Foster a culture of cross-functional collaboration (R&Rs, GTM Leader, Solution Advisor, GTM S&O) to proactively identify and address potential roadblocks early in the process, ensuring all relevant teams are seamlessly engaged at each critical stage of the project.

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Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 172900 - 368700(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements:

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Requisition ID: 434075 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 50% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid