Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Personal Information
Custom
Affiliations
Timeline
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Martie Troskie

Cheshire West and Chester,Cheshire

Summary

Strong focus on effective communication, teamwork, dedication and problem-solving demonstrated by feedback provided by customer and colleagues.

Positive approach to challenges and a commitment to successful outcomes. Skilled in SAP and customer-focused, with a proven ability to establish interpersonal relationships and drive value addition. Enthusiastic and task-driven, embracing change with a can-do attitude while maintaining self-discipline. Career goal: To leverage skills in a dynamic environment that values continuous improvement and professional growth.

Driven professional with knack for building strong client relationships and fostering customer loyalty. Adept in problem-solving and communication, seamlessly bridging client needs with business goals. Ready to drive customer satisfaction and retention in Customer Success Manager role.

Experienced with over 30 years in Software industry.

Excellent reputation for resolving problems and improving customer satisfaction.

Overview

23
23
years of professional experience
4
4
years of post-secondary education

Work History

Enterprise Customer Success Manager

SAP (UK) Ltd
UK, UK
01.2022 - Current
  • Engaging with customers, partners, and SAP team to simplify, facilitate, and accelerate interactions within SAP - with feedback that relationship between SAP and this CPG customer has completely transformed since I joined as ECSM (Enterprise Customer Success Manager) due to my proactive and ready to help attitude.
  • Fostering strategic customer relationships and drive customer business value, using SAPs Customer Value Journey methodology - with feedback that my leadership and collaborative approach were critical to success of project
  • Orchestrating multiple roles/functions to drive customer business value with measurable outcomes so that renewals are secured, churn is mitigated and adoption and consumption are on track
  • Driving governance of activities and interactions to ensure account ‘health’, success, and alignment with business objectives. Increased NPS with +20 in 2024
  • Establishing Quarterly Business Reviews (QBR) with CIOs and ensure monthly cadences are in place across all Line of Business’ in account
  • Understanding my customers industry and their pressures, business objectives, industry trends, market behaviours and their competitors provides them with confidence and therefore I am Trusted Advisor
  • Identify leads for SAP to grow account and add business value, engaging required SAP experts to collaborate with customers
  • Engaging with C-level, Senior Partner stakeholders and Project and BAU stakeholders

Customer Success Executive

SAP
UK, UK
01.2020 - 01.2021
  • CSE for Consumer Products (Enterprise Support) customers and for Banking customer, providing services and guidance to maximise value from their SAP estate
  • Established key relationships with stakeholders, contributing towards long-term success of the company .
  • Proactively engaged in challenging areas, establishing collaboration and increased customer satisfaction resulting in reduced escalation and increase in relationship maturity ratings and NPS scores
  • Established Quarterly meetings with CIO and associated stakeholders
  • Collaborated closely with SAP Account team, Pre-Sales, and other roles within SAP team. We met regularly to share updates, challenges, and successes

Support Executive / Enterprise Support Advisor

SAP
UK, UK
01.2019 - 12.2019
  • Trusted advisor and single point of contact (SPOC) for customers with Enterprise Support and Enterprise Support Cloud Edition
  • Supported customers with continuous improvement and transformation journeys, helping them to make decisions
  • Guided customers on consumption of Enterprise Support – Strategic focus
  • Liaised with customer’s CIO, Head of IT and other strategic decision-makers and stakeholders and established regular cadences
  • Customers were guided to drive incident resolution via Next Generation support, Customer Interaction Centre (CIC), and quality incident logging,
  • De-escalation. Helped drive resolution by engaging Critical Incident Management, Mission Critical Support, and Back Office
  • Close collaboration with Account Executives (AE), Customer Engagement Executives (CEE), and Customer Success managers (CSM)
  • Governance set up
  • Orchestration of SAP and customer teams
  • Participated in Account Planning meetings and regularly collaborate with colleagues to stay aligned and show ONE SAP
  • Participated SAP User group events and presented at SAP Support-related events
  • Enterprise Support Advisor to several customers of which Vivo Energy, Gloucester County Council, Dunelm, SSP Group, and Department of Levelling Up, Housing and Communities are some examples

Innovation Enablement Coach / Global Peer Support Team Member

SAP
UK, UK
01.2018 - 12.2018
  • EMEA north Innovation Enablement Coach (IEC) – focusing on S/4HANA
  • Trusted advisor, I proactively supported Enterprise Support Advisor community across EMEA North to gain knowledge on S/4HANA product, transformation options, and customer transformation journey (engagement) support
  • Acted as multiplier, building network and trust
  • Quarterly management meetings with EMEA North Management Team proving progress on enablement

Advanced CCOE Quality Management Service Owner and Team Lead

SAP Worldwide
01.2015 - 12.2017
  • Delivered SAP Operations Planning workshop and SAP Quality Management (QM) service during SAP Enterprise Support Advanced Customer Center of Expertise (CCOE) campaign (2015)
  • Owner of Quality Manage service in 2016 and 2017, during which time I adapted QM service material to suit evolving technology shifts (OnPremise, Cloud, Hybrid)
  • Team leader when delivering this 3-day onsite service. Run over 45 times worldwide to customers who were on journey to SAP Advanced CCOE
  • Some customers listed : Shell (2015 CCOE Gold winner), Loblaw (Canada), American Waters, British American Tobacco (UK), Bank of China (China), AIG (Philippines), Transnet (South Africa), ESKOM (South Africa), Ferrero Rocher and Fiat Chrysler Automobiles (Italy), Saudi Electricity, AIG (Philippines), Xerox (UK)
  • Good presentation skills and gained great knowledge of customers' daily HYBRID environment challenges
  • With the QM methodology, we helped customers drive continuous improvement and support future decisions

Engineering Architect (MaxAttention)

SAP
UK, UK
01.2014 - 12.2014
  • Strategic engagement with customer Pharmaceutical Customer stakeholders around SAP MaxAttention Support offering
  • Managed to grow Premium engagement in UK and extended MaxAttention to India
  • Engaged and managed diverse, global team, supporting complex customer needs

Technical Quality Manager (Support Engineer)

SAP
UK, UK
01.2013 - 12.2013
  • Operational engagement with customer Pharmaceutical Customer stakeholders around SAP MaxAttention Support offering
  • Driving Operational Excellence, Project Success as well as SAP Success using service delivery, day-to-day problem solving, incident resolution and knowledge sharing

Enterprise Support Advisor

SAP
UK, UK
01.2012 - 12.2012
  • Supported customers in consuming the SAP Enterprise Support offering
  • Defining an Engagement plan and driving execution, incident support – Operational focus
  • Liaising with customer basis and technology members to drive value – both Project Success and Operational Excellence – remote

SAP BI Consulting Manager

SAP
UK, UK
01.2011 - 12.2011
  • HR manager, leading team of 15 BI consultants
  • Tasks included resource management, duty of care, forecasting, assignments, and management reporting
  • Building strong team to perform and be successful
  • Led performance reviews, identified areas for improvement.

SAP Business Warehouse Consultant

SAP
UK, UK
01.2005 - 12.2009
  • Involved in various projects in the UK and Ireland, supporting customers in project implementations, quality reviews and ad hoc consulting services
  • Customers include Bank of Ireland, Centrica and various others

SAP Business Warehouse Consultant

Bluefin Solutions (UK)
01.2004 - 12.2004
  • Involved in various projects in the UK, supporting customers in project implementation
  • Customers include Lloyds Insurance, Capita and others across the UK and Ireland

SAP Business Warehouse Consultant

KPMG Consulting, South Africa
SA, SA
01.2003 - 12.2003
  • Delivered various SAP Education Business Warehouse Academy courses (for SAP) in the UK, Sweden, Belgium, and South Africa
  • These included BW360 (Performance and Administration), BW010 – BW050 (5-week academy)
  • Providing BW consulting and project implementations to customers across
  • Helped organisations improve customer satisfaction and achieve measurable results.

Contractor Technical Consultant

Standard Bank of South Africa
SA, SA
01.2002 - 12.2002
  • Contractor BAAN consultant, Customers across South Africa and Botswana
  • COBOL programmer, ABSA bank and various others across South Africa

Education

Bachelor of Science - Computer Science

University of Pretoria
Pretoria
01.1986 - 01.1990

Skills

  • Customer focused
  • Trusted Advisor
  • Effective communicator
  • Self-disciplined, proactive
  • Customer-facing 30 years
  • Cloud mindset
  • Team player

Accomplishments

  • Received Partner Success Award in Q3 2022 for my dedication in strengthening partnership between SAP, CAPGemini and Burberry.
  • Received the SAP UK Quarter 3 GEM award in 2016 for my commitment and going above and beyond in owning and delivering the SAP Quality Manager Service (related to SAP Advance Customer CCOE)


Languages

English
Afrikaans

Personal Information

  • British
  • South African

Custom

  • References available from current SAP colleagues and managers.
  • HR manager – current and past.
  • SAP Account Executives.
  • Customer references.
  • SAP team members from respective Customer accounts.

Affiliations

  • Kayaking, Open Water swimming, Baking, Dog walker

Timeline

Enterprise Customer Success Manager

SAP (UK) Ltd
01.2022 - Current

Customer Success Executive

SAP
01.2020 - 01.2021

Support Executive / Enterprise Support Advisor

SAP
01.2019 - 12.2019

Innovation Enablement Coach / Global Peer Support Team Member

SAP
01.2018 - 12.2018

Advanced CCOE Quality Management Service Owner and Team Lead

SAP Worldwide
01.2015 - 12.2017

Engineering Architect (MaxAttention)

SAP
01.2014 - 12.2014

Technical Quality Manager (Support Engineer)

SAP
01.2013 - 12.2013

Enterprise Support Advisor

SAP
01.2012 - 12.2012

SAP BI Consulting Manager

SAP
01.2011 - 12.2011

SAP Business Warehouse Consultant

SAP
01.2005 - 12.2009

SAP Business Warehouse Consultant

Bluefin Solutions (UK)
01.2004 - 12.2004

SAP Business Warehouse Consultant

KPMG Consulting, South Africa
01.2003 - 12.2003

Contractor Technical Consultant

Standard Bank of South Africa
01.2002 - 12.2002

Bachelor of Science - Computer Science

University of Pretoria
01.1986 - 01.1990

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Martie Troskie