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Emilio Castillo

@emiliocastillo

Customer Success transformation leader at SAP shaping global AI initiatives, partner advisory, and SAP Business Data Cloud adoption.

Spain

Message

At SAP, I lead strategic initiatives and virtual teams for business transformation, working across business and technology groups. I structure data-driven advisory delivery through programme design, governance, Jira epics and user stories.

I co-develop investment cases for a customer value advisory transformation spanning five workstreams, bringing together benefits, resource needs and dependencies for senior leadership funding decisions. I also define the partner advisory model, including enablement requirements and signals for proactive customer engagement.

Earlier at SAP, I directed Preferred Success delivery across EMEA through three regional directors and 60+ Customer Success Managers. My work has included leading Customer Success teams across regions, supporting cloud adoption, and shaping SAP Business Data Cloud adoption and enablement.

Experience

Work history, roles, and key accomplishments

Current

Strategic Initiatives and Business Transformation Lead

Current

SAP

Jan 2021 - Present (5 years 9 months)

Lead strategic initiatives and virtual functional teams for business transformation projects reporting to senior executives. Drive data-driven advisory initiatives, AI and automation, and SAP Business Data Cloud adoption.

Program Management Business Transformation AI Automation Jira Governance Partner Enablement Business Data Cloud

Head of Customer Success Experience for Iberia and Israel

SAP

Sep 2019 - Jan 2021 (1 year 4 months)

Led 25+ Customer Success Managers and team leads across Iberia and Israel, covering Enterprise Support, PSLE and Preferred Care delivery. Designed and implemented a Global Delivery Room for SAP Enterprise Support, cloud editions.

Customer Success Leadership Enterprise Support Cloud Services Upskilling

Head of EMEA Customer Success for Preferred Success

SAP

May 2018 - Sep 2019 (1 year 4 months)

Directed Preferred Success delivery across EMEA through three regional directors and 60+ Customer Success Managers, setting priorities for customer adoption, retention and value realization.

Customer Success Leadership EMEA Adoption Retention Value Realization

Regional Director for the Nordics and Baltics

SAP

Dec 2016 - Apr 2018 (1 year 4 months)

Led 25+ Customer Success Managers delivering proactive Preferred Success engagement across the Nordics and Baltics, with a focus on cloud adoption and customer outcomes.

Customer Success Leadership Cloud Adoption Customer Outcomes

Support Team Manager for the Nordics and Baltics

SAP

Jun 2014 - Dec 2016 (2 years 6 months)

Led 20+ Enterprise Support Advisors serving customers in SAP's Top 2500 account segment across the Nordics and Baltics, alongside global strategic project responsibilities.

Team Leadership Enterprise Support Strategic Projects

Senior SAP Enterprise Support Advisor

SAP

Mar 2013 - Jun 2014 (1 year 3 months)

Advised North American customers in SAP's Top 1000 account segment and managed global programmes focused on Customer Success and business growth.

Customer Advisory Program Management Customer Success

Service Delivery Manager

SAP

Jun 2008 - Feb 2013 (4 years 8 months)

Managed support delivery and provided functional leadership to approximately 20 support engineers across multiple technologies within SAP's Center of Expertise.

Service Delivery Leadership Support Engineering

Senior Support Consultant, Remote Service Delivery

SAP

Jan 2007 - Jun 2008 (1 year 5 months)

Senior Support Consultant in Remote Service Delivery, providing technical support and service delivery to customers.

Technical Support Remote Customer Service Delivery

Senior System Administrator and Project Manager, MS Exchange

SAP

Jan 2006 - Jan 2007 (1 year)

Senior System Administrator and Project Manager for MS Exchange, responsible for system administration and project management.

System Administration Project Management MS Exchange

Senior IT Support Operations Specialist

Compaq / Hewlett-Packard

Jul 2000 - Sep 2004 (4 years 2 months)

Progressed from bilingual Helpdesk Analyst to Senior IT Support Operations Specialist, with responsibilities in access management and security engineering.

IT Support Access Management Security Engineering

Education

Degrees, certifications, and relevant coursework

SAP

SAP Official Certification, Enterprise Technology

Completed official SAP certifications in Business AI, Business Data Cloud, LeanIX Enterprise Architecture, Autonomous Enterprise, and Enterprise Architect.