Jose Junior Candia

Accomplished and strategic Senior Delivery Management professional with over 30 years of expertise in Project Management and Customer Success within enterprise environments. Proven track record in optimizing Partner relationships, driving revenue growth, and ensuring high Customer satisfaction through effective leadership and innovative solutions. Trusted advisor to C-Suite executives, adept at building long-term relationships.

Confident communicator with the ability to manage peers, respond to customer and partner inquiries, mediate conflicts and manage escalations.  Trusted advisor to C-Suite executives, building long-term relationships.

1. SAP Latin America Partner Delivery Director
   • Managed a portfolio of strategic partnerships to successfully deliver of SAP Ariba projects, reducing delivery escalations by 80+%.

Period: Oct/2018 – Current

• Worked with managed partners supporting influenced revenue growth ACV (6.4M Eur 2023).
• Served as key liaison between partner ecosystem and SAP stakeholders (sales & post sales).
• Strategized with partners to improve their delivery maturity to match SAP Partner Competency credentials.
• Led initiatives that resulted in a >110% increase in Ariba Partner SI from 2020 to 2024, improving Partner delivery practices and alignment with SAP Partner Competency standards.
• Spearheaded cross-functional teams to develop new Partner delivery processes, mitigating risks and improving project outcomes.
• Developed and maintained relationships with key Partners and stakeholders, ensuring seamless project implementations and high Customer satisfaction.
• Monitored project progress and provided regular updates to stakeholders, addressing any issues and/or concerns that arose during project implementation.
• Conducted post-delivery reviews to identify lessons learned and implement process improvements for future projects.

SAP Brazil Customer Success Director

Period: May/2011 – Sep/2018

• Directed local Customer Care operations, achieving significant impact on Customer satisfaction and substantial savings through streamlined processes and effective customer advocacy.
• Responsible for project recovery planning and control in collaboration with consulting Partners and SAP internal areas (e.g. Controlling, Finance, Contracts, Legal, Support). Legal savings on customer complaints > U$ 9M - 2017/18
• Supported LAC local customer advocates for program rollouts.
• Collaborated with sales management team - pre-sales and after-sales (revenue impact > U$ 24M - 2017). 
• Managed customer escalations and implemented strategies for quick resolution, contributing to a consistent SAP NPS rating over four consecutive years.
• Initiated and oversaw the SAP Brazil C.O. Executive Committee monitoring program, enhancing operational efficiency and Customer satisfaction metrics.

SAP Brazil Consulting Project Office Director

Period: Jan/2008 – Apr/2011

• Reported to the SAP Brazil Consulting VP.
• Managed a team of 32 project and program managers, overseeing large enterprise deployments
• Directly responsible for Manufacturing and Utilities project portfolio of projects worth > $110M (Services), ensuring that all projects were delivered accordingly and met pre-defined business objectives
• Implemented a Project Management Maturity program, standardizing processes across the delivery organization, achieving 4.7 PMM index
• Partnered with SAP Consulting Directors to exceed financial targets (> U$ 100M – 2008   > U$ 150M - 2010).

SAP Brazil Consulting Program Manager

Period: Oct/2004 – Dec/2007

• Master´s Degree (MSC) in Project Management

     Uninove – São Paulo (2018)

• Quality for Project Management – Extension course

    Instituto de Engenharia e Tecnologia - IETEC/SP (2001)

•  Bachelor’s Degree in Business Administration - specialist in “Systems and Production” -    Federal University of Rio Grande do Sul - UFRGS (1996) 
• SAP Catalyst in 2016, 2017, 2018
• PMM Certified Professional