Company: SAP, Newtown Square, PA
Company Description: As a global market leader in enterprise application software, SAP is at the center of today’s business and technology revolution. Our innovations enable more than 365,000 customers in 180 countries worldwide work together more efficiently and use business insight more effectively.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Sales Enablement Program of the Year
 Nomination Title: Year One Success for All in Customer Success (Y1S4CS)
- Briefly describe the nominated organization or individual: history and past performance (up to 200 words):
Total 199 words used.
SAP is THE market leader in enterprise application software. A key ingredient to our success is ensuring that employees receive a world-class onboarding experience—what we define as a key, “moment that matters” in the employee lifecycle.
Leading the way in this effort, has been our Year One Success for All in Customer Success program (Y1S4CS)—a 100% digital onboarding program that uses guided learning journeys and hands-on experience to help new hires become more knowledgeable and productive in less time.
Introduced in 2014, the program was first designed to onboard a massive influx of sales executives joining SAP from different business and innovation backgrounds. At the time, new hires took nearly 2.5 times longer to close their first sale, many hadn’t closed any deals during their first year, and most achieved less than 50% of quota—factors that led to lost revenue and attrition nearly twice the industry average.
The program quickly reversed those trends and has grown its target audience to include onboarding for employees across the entire SAP Customer Success organization, including Presales, Account team members Services, Renewals, Business Development, etc.
Today, Y1S4CS engages, enables and energizes all new talent with a consistent yet personalized, Year One experience.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 240 words used.
Y1S4CS includes six main components, which help drive the program’s tremendous achievements. They are:
Immersive Live Experience: two consecutive weeks of virtual live classes to learn about SAP’s strategy, vision and purpose, as well as how to collaborate and contribute to SAP’s strategic goals.
- 100% digital, role-specific and self-paced curriculum: a comprehensive time-to-revenue framework covering all foundational and role-specific knowledge and skills application for each learner.
- 4.5-day virtual Customer Success bootcamp with customer cases, facilitators and coaches
- Manager-driven final accreditation includes online assessments and demonstration of behaviors at optimal checkpoints.
- Digital buddy program for day-to-day support and ongoing success.
- Continuation to Year One: includes a strategic transition to Continued Learning related to professional skills and accreditation in solution and role specialization.
Supported by the programs’ vision, One Strategy, One Unified Experience, One Platform and One Team, Y1S4CS had a tremendous impact in 2022, including
- 2,223 new hire Digital Platform enrollments
- 91% program completion
- 96,986 learning hours
- 31 Immersive Live experience cohorts 1850 new hires
- 41 Customer Success camps with 1494 new hires
- 91% Solution Specialization Accreditation completion
2022 business impact, directly attributable to Y1S4CS participation includes:
- Shorter Time to Revenue: 20.3% (specific to sales account executives)
- Increased Productivity: 55.5%
- Net Promoter Score: 63%
In 2021, Sales Executives who completed the program, outperformed non-participants by the following margins:
- 16% shortened time to revenue
- 38% greater revenue generated
- 24% more deals won
- 11% larger avg. deal size
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 250 words used.
Y1S4CS, due to its impact and strategic importance, has been very well received within the organization—so much so that SAP’s executive management are now including the program in quarterly business reviews (a first for any of SAP’s enablement programs) and participation in the program is now a key metric for winners of SAP’s prestigious “Region of the Year” award.
In fact, the programs impact has inspired other business areas to consolidate their specific functional onboarding into the Y1S4CS framework to engage, enable and energize all new talent with a consistent yet personalized, Year One experience to champion SAP’s purpose.
While the original version of the program (known in 2014 as Y1S Sales Onboarding) was effective in its use of a more traditional, F2F workshop format with some digital components, the program’s new, 100% digital format has opened the door to even greater impact, collaboration, efficiency and stability—especially during challenges initially imposed by the COVID pandemic.
Y1S4CS’s standardized, high-quality digital platform also ensures consistency, rapid adoption of company portfolio knowledge and operating practices. Going 100% digital has also simplified the process of linking to resources, tools, experts and networks; and, because all content is stored in the Cloud, updates to the curriculum can be made quickly to adjust to industry and strategic change.
Finally, the use of internal, subject matter experts within a concept of “everyone is a teacher” to help enable new hires has increased faculty expansion within the company and saved an estimated 785K$ in equivalent 3rd party costs.
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