Miguel de Sousa Miranda

About Miguel de Sousa Miranda

As an Enterprise Customer Success Partner at SAP, I have over three years of experience in helping customers achieve their desired outcomes through the optimal consumption of their entitled solutions. My mission is to drive mutual success across the customer lifecycle, from deployment to adoption to expansion. With a master\'s degree in sports management and a background in industrial engineering, I have a unique combination of skills and expertise that enable me to understand the needs and challenges of customers across different industries and segments. I have successfully managed C-level customer engagement, governance model, and QBR meetings, as well as forecast and account plans. I have also contributed to the customer satisfaction and retention through relationship assessments and NPS score management. I am passionate about digital transformation and innovation, and I enjoy working with clients to help them realize the full potential of SAP solutions.

Experience

1. Enterprise Customer Success Partner

   SAP

   Jan 2023 — Present · Atlanta, GA, US

   The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of assigned customers to drive mutual success across the customer lifecycle. The objective of the E-CSP is to maximize the value that customers and SAP receive through adoption and optimal consumption of their entitled solutions through the length of the partnership. The role, by design, is cross functional and will align with leadership across Cloud Success Services (CSS), Partners, and the Market Units- Develop and Execute enterprise-level Relationship Assessments, Outcome Success Plans and coordinate LoB Relationship Assessments - Drive cross-LoB adoption, entitlements consumption and document business impacts - Secure renewals in collaboration with the Commercial Center as well with Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion - Proactively address improvement opportunities identified via NPS - Remain knowledgeable on customer industry, strategy and market conditions - Assist with escalations and management of critical situations - Develop deep relationships with key Customer decision makers and executive sponsors and lead quarterly review meetings- Assist customers with transformational change by facilitating and coordinating cross functional involvement

Education

• Instituto Superior Técnico

  Master's degree, Industrial Engineering and Management

  2013 — 2014

• Universidad Europea

  Master of Business Administration (M.B.A.), Sports Management

  2014 — 2015

• Instituto Superior Técnico

  Bachelor's degree, Industrial Engineering and Management

  2009 — 2012