Customer Success Manager - permanent role - powered by SAP Academy - Italy

We help the world run better

At SAP we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences values flexibility and is aligned to our purposedriven and futurefocused work. We offer a highly collaborative caring team environment with a strong focus on learning and development recognition for your individual contributions and a variety of benefit options for you to choosefrom.

Please note that this is a pipeline job posting for this reason candidate feedback may take longer than usual. Official recruitment process begins in September 2024.By applying to this pipeline position you have the option to get in contact with us early in the application cycle for our SAP Academy for Costumer Success Program.

Who youll become

As a part of joining the Customer Success team you will first participate in the distinguished SAP Academy for Customer Success a 10month dynamic program designed to equip you with an array of skills and a robust foundation for your fruitful career. Following this enriching experience within a globally diverse and supportive environment you will then transition into the exciting role of customer Success Manager (f/m/d).

Once youve successfully completed the SAP Academy program youll embark on one of two exciting career paths:

• Specialist Customer Success Manager (SCSM) (f/m/d) works directly with customers to guide them through their business journey with our solutions. The SCSM works to increase customer satisfaction retention renewals references and upsells for Cloud products within their assigned solution portfolio. The SCSM oversees key customer milestones throughout the customer lifecycle from deal signature through system provisioning monitoring implementation progress and business case achievement. The SCSM is expected to serve as the strategic point of contact for the customer within the assigned solution portfolio and to leverage appropriate resources across SAP functions to maintain overall customer health.
• Enterprise Customer Success Manager (ECSM) (f/m/d) is the customers advisor on SAP business capabilities and benefits driving the endtoend (E2E) customer journey from discovery to value realization focusing on adoption and consumption. The ECSM serves as the strategic point of contact for the customer and helps define and drive customer transformation and successful business outcomes. They will orchestrate the broader account team members and the partner ecosystem to deliver the intelligent enterprise.

The pathway you embark on be it a Specialist Customer Success Manager (SCSM) or an Enterprise Customer Success Manager (ECSM) will be determined by the depth of your work experience and unique strengths and capabilities.

Your responsibilities will include:

• Successfully complete a 10month learnapply program which includes classroom phases and field phases with your CSM team that enhances your support into the CSM role a critical customer facing function within our dynamic Customer Success board area.

• Immerse yourself in multidimensional experiential learning with a focus on digital transformation global intelligence human skills business and technology acumen solution/industry knowledge and strategy/tools/process.

• ECSM: Enhance skills in advising complex global transformations and driving customer outcomes renewals expansions and upsells.
• SCSM: Enhance skills around your solution portfolio managing customer retention and driving value realization.
• Receive onboarding in your local market with onthejob training and mentoring by a senior CSM professional in the field. You will have the opportunity to work both behind the scenes and directly with customers.

The program will enrich your knowledge of SAP and the Customer Success board area and give you professional experience to be ready to serve our customers. We offer fulltime employment from day one with practical learning applications for your role. Upon successfully completing the program you will move into a direct customerfacing CSM role in your market and continue receiving mentoring and coaching support to accelerate your growth.

What youll bring

• 25 years work experience with a proven record of supporting customers and business transformation preferably from consulting sales and/or account management or Business roles (e.g. Finance Operations Supply Chain) that include resolution and escalation management.
• Experience advising or driving complex global transformations.
• Strong communication skills including fluency in English and Italian.
• Proficient interpersonal skills including curiosity effective listening skills professional presence empathy and cangetitdone mentality.
• Demonstrated ability to collaborate across diverse stakeholders and business functions in a complex environment.
• Strong Business Acumen including demonstrated knowledge of business processesand/or industries.

About SAP Academy for Customer Success

The SAP Academy for Customer Success is a worldclass training program that develops our nextgeneration workforce by delivering an energizing and inspiring experience within a globally diverse environment.This dynamic 10month program strengthens the foundation for a successful career at SAP and will start on March 1st 2025

Join us for the opportunity of a lifetime to develop a global peer network partner and engage with customers to help solve their unique business challenges and leverage worldclass cloudbased products and services all while earning a great salary and benefits.

#SAPAcademyforCustomerSuccessG4 #SAPCSMProgramG4

SAPs employees across different regions are enabled to do their best job with the right mix of office and remote work according to countryspecific guidelines and regulations. In general our hybrid work setup consists of three days a week in the office or onsite with customers or partners.

We are planning a practical and immersive portion of our program which will have participants spend between 4 and 6 weeks spread across two trips in San Ramon California. This experience is designed to provide unparalleled handson learning and networking opportunities. *Please note that this is still in the planning phase and the final decision will be confirmed by the first quarter of 2025. We will ensure that this information is communicated promptly and that sufficient time is provided for necessary preparations.

During these intensive phases of the program it is critical that all participants are fully engaged and present to ensure maximum learning and success. As such vacation will not be approved from March 1 2025 to May 30 2025 and then again from August 11 2025 to October 17 2025. *Dates are subject to change as planning is finalized

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software SAP has evolved to become a market leader in endtoend business application software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purposedriven and futurefocused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves.At SAPyou can bring out your best.

We win with inclusion

SAPs culture of inclusion focus on health and wellbeing and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application please send an email with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity age gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 398436 Work Area: Sales Expected Travel: 0 100 Career Status: Graduate Employment Type: Regular Full Time Additional Locations: #LIHybrid.