Jeremy Smith Email & Phone Number

Committed to enhancing customer success through innovative SAP sustainability solutions. Supporting a new team dedicated to helping clients achieve their sustainability goals and maximize the value of their investments.

Dallas, Texas, United States

• Strategic partner managing portfolio of ten high profile accounts with a combined annual contract value of $9M+, including five Fortune 500 customers and three in the SAP Strategic Customer Program..
• Drive customer satisfaction, adoption, and expansion of SAP solutions by maximizing defined value and benefits throughout the entire customer lifecycle.
• Facilitated bidirectional collaboration between customers and the SAP product team, aligning customer needs with product roadmap development.
• Created strategic outcome success plans for customers based on customer business needs and SAP solution landscape.
• Skilled in utilizing CRM systems, usage analytics, NPS surveys, support tickets, and other data sources to evaluate and enhance the overall health of customer accounts

Dallas, Texas, United States

• Senior member of newly created Business Strategy and Execution organization helping to define engagement framework focused on driving customer outcomes.
• Headed programs to incorporate SAP customer engagement framework within Ariba account management practices incorporating all phases of the customer lifecycle by creating new processes and artifacts to adapt framework.
• Managed seven Regional Directors in matrix organization helping to enable aligned business units on new framework.
• Fostered relationships with services, support, product, and adoption teams to define overall governance model within account. Chaired ongoing internal steering committee to continuously align and adjust models.
• Forged key strategic alliances with product teams to drive harmonized customer-centric model for platform technology and scenarios spanning multiple products.
• Streamlined and scaled technical projects by implementing centralized program management while also providing greater visibility.

Dallas, Texas, United States

• Served as trusted adviser to portfolio of SAP customers by creating value-based roadmaps centered on leveraging customer investment in SAP Ariba products.
• Met or exceed account-specific renewal goals and upsold additional software and services.
• Developed engagement strategies based on full customer lifecycle to drive customer success across entire partnership of deploy, run, adopt and value realization.
• Functioned as customer advocate internally working across network, adoption and services teams to achieve outcomes through a harmonized experience.

Dallas, Texas, United States

• Systems owner for subsidiary cloud ERP and Travel & Expense applications. Managed global team of resources and worked closely with business owners on portfolio, including project-based work to further adoption and.
• Managed team of 8 US based employees as well as shared service team in Manila, Philippines.
• Represented SAP subsidiary on large-scale M&A project to eliminate system, data, and process redundancy. Impacted areas included order-to-cash, financials, professional services, and travel & expense management
• Created employee reporting model in support of Office of the CIO strategic direction centered around employee growth, diversity, engagement, and development for global organization of 1500+ employees.
• Supported IT transition to agile development by partnering with SAP IT Academy and IT employees to identify training needs and rollout of training programs.
• Developed key initiatives to drive user centric behavior in IT including user shadow engagement model and customer project satisfaction surveys.

Dallas, Texas, United States

• Program Manager and Functional consultant responsible for implementing SAP Business ByDesign application for our customers. Developed and managed both fixed fee and time and materials statements of work for services.
• Coordinated 12 functional consulting resources for fast-paced strategic internal rollout of SAP Cloud solutions to move off competitor products. Scope of project included ERP, sales force automation, travel & expense.
• Project managed SAP and customer resources to drive towards successful implementations on 15 customer projects leveraging implementation methodology tailored to remote SaaS projects.
• Collaborated with Account Executives and Solution Advisers in joint sales process on 55+ opportunities. Created consulting service proposals including service products, scope, pricing, and internal effort / costs.
• Configured and tested HCM, CRM, SRM, and PRO areas of SAP Business ByDesign application for 20+ customers. Used internal and third party migration tools to import customer legacy data.
• Assisted global and regional go-to-market teams in the design and rollout of SAP Business ByDesign partner project coaching program.

Greater Chicago Area

• Functional consultant responsible for implementing Workbrain Time and Attendance application for our customers.
• Conducted project discovery for large entertainment client focusing on pay rules driven by labor union contracts, payroll regulations, and operational or end-user needs.
• Generated detailed blueprints from information gathered in workshops that received client signoff to be used as a foundation for the design phase.
• Designed, implemented, and tested complex pay rules for daily and weekly overtime, night premiums, insufficient rest, holiday, missed meal, graces, and easy hours for major airline.
• Identified configuration discrepancies between development, testing, and production environments in client landscape. Redesigned client code and configuration migration process to prevent future discrepancies and.

Greater Chicago Area

• Managed team of technical resources responsible for supporting outsourced benefits application for multiple clients.
• Worked with both client and internal team members as a technical subject matter expert on large scale or complex projects during requirements exploration.
• Examined client change requests to determine feasibility, forecast estimated hours of work and create cost estimates. Utilized internal tools to measure forecasted cost and hours to actual.
• Managed and coached associates by helping to create performance plans, providing feedback on a regular basis, and administering performance and pay reviews.

Greater Chicago Area

• Technical lead responsible for creating detailed specifications based on client requirements that were handed off to development team for construction.
• Designed comprehensive test plans to assess overall system functionality.
• Coordinated regression testing and deployment of new functionality into production environment.

Greater Chicago Area

Implemented technology platform used in maintaining client plan provisions on hosted application

Greater Chicago Area

• Documented current state procurement approval structure with business process owners and implemented Lawson Process Flow to automate and streamline approval lifecycle for financial institution.
• Analyzed data model and developed program within Lawson to purge and archive historical data in a modular design from primary production system to a secondary instance in order to free up resources and increase system.