Bilingual Solution Customer Success Manager - HCM Canada 419142

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POSITION:Bilingual Solution Customer Success Manager HCM

LOCATION:Montreal Vancouver Calgary or Toronto

LANGUAGE REQUIREMENT:MUST be fully bilingual in English and French

PURPOSE AND OBJECTIVES:

SCSMs have overall responsibility for the daily management of assigned cloud customer accounts. This includes account management strategies developing and managing engagement and expansion plans and delivery of Customer Success services to ensure consumptions and product usage growth within assigned customers. The focus of this position is twofold to maximize the value for customers of their investments in SAP HCM cloud products and promote revenue growth and protection.

The SCSM HCM role is a specialist role within the Human Experience Management domain. The SCSM HCM role has the responsibility of being the primary point of contact for our customers HR stakeholders. This includes HR and IT organizations and stakeholders from multiple levels within our customers organizations (from HR administrators and practitioners to CSuite). The SCSM HCM role requires knowledge that spans from SaaS to human resources practices.

EXPECTATIONS AND TASKS:

SCSMs enable their customers longterm success through multiple account management avenues. These are some of the core account management practices utilized.

• Working with customers to develop their roadmaps to improve consumption and maximizing the value of the customers subscriptions
• Providing leading practice advice and guidance to customers for operating their SAP HCM cloud solutions
• Understanding customers business models priorities objectives and goals to identify potential operational and commercial risks as well as expansion opportunities.
• Developing and executing a proactive customer first renewal and expansion plan in conjunction with other internal SAP account team members
• Utilizing commercial and business acumen for commercial queries and to ensure licensing compliance and optimized contractual opportunities
• Understanding and leveraging Customer Success services to drive maximum value to customers

YOUR PROFILE

• Multiple years experience managing customer engagements or customer other facing experience
• MUST be fully fluent in English & French
• A selfstarter with energy drive the ability to manage multiple priorities and work independently and problem solve
• Strong oral and written communication skills with the ability to credibly present and communicate recommendations to senior management in organizations.
• Experience in SAP SuccessFactors other HCM SaaS products HR and/or HRIT is not a required but highly valued
• Experience developing account management plans and with contract negotiations also is not required but highly valued

POSTE:Responsable de la russite client bilingue pour les solutions HCM

LIEU:Montral Vancouver Calgary ou Toronto

LANGUES REQUISES:DOIT tre parfaitement bilingue (anglais et franais)

BUT ET OBJECTIFS:

Les spcialistes responsables de la russite client (SCSM) assument la responsabilit globale de la gestion quotidienne des comptes clients en nuage qui leur sont affects. Ils prennent notamment en charge les stratgies de gestion des comptes le dveloppement et la gestion des plans dengagement et dexpansion ainsi que la livraison des services de russite client afin dassurer la croissance de la consommation et de lutilisation des produits pour les clients qui leur sont affects. Ce poste remplit une mission double: maximiser la valeur que les clients tirent de leurs investissements dans les produits SAPHCM en nuage; et promouvoir la croissance et la prservation du chiffre daffaires.

Le rle de SCSM HCM est celui dun spcialiste du domaine de la gestion des ressources humaines (HCM pour Human Experience Management). Il doit faire office dinterlocuteur principal pour les parties prenantes RH de nos clients y compris les organisations et les parties prenantes informatiques et RH aux diffrents niveaux des organisations de nos clients (des administrateurs et responsables RH la direction). Ce poste implique des connaissances stendant des logiciels SaaS aux pratiques de gestion des ressources humaines.

ATTENTES ET TCHES:

Les SCSM favorisent la russite long terme de leurs clients grce divers procds de gestion des comptes. Les principales pratiques de gestion des comptes utilises sont les suivantes:

• Collaborer avec les clients pour dvelopper leurs feuilles de route dans le but damliorer leur utilisation et maximiser la valeur de leurs abonnements.
• Fournir aux clients des conseils et des orientations sur les pratiques exemplaires pour lexploitation de leurs solutions SAPHCM en nuage.
• Comprendre les modles de gestion les priorits les objectifs et les intentions des clients pour identifier les potentiels risques oprationnels et commerciaux ainsi que les opportunits dexpansion.
• laborer et mettre en uvre un plan dexpansion et de renouvellement proactif ax sur les clients en collaboration avec dautres membres de lquipe interne charge des comptes SAP.
• Utiliser son sens des affaires pour les demandes commerciales et pour veiller la conformit des licences et loptimisation des opportunits contractuelles.
• Comprendre et tirer profit des services de russite client pour permettre aux clients dobtenir un maximum de valeur.

VOTRE PROFIL

• Plusieurs annes dexprience en gestion des relations clients ou autre exprience au contact des clients
• DOIT tre parfaitement bilingue (anglais et franais)
• Personne pleine dinitiatives dynamique et motive tant capable de grer plusieurs priorits de travailler en autonomie et de rsoudre des problmes
• Excellentes comptences en communication orale et crite et capacit prsenter et communiquer de manire crdible les recommandations destines la direction dans les organisations
• Exprience dans SAPSuccessFactors dautres produits SaaS HCM dans le domaine RH et/ou HRIT non obligatoire mais vivement apprcie
• Exprience dans llaboration de plans de gestion de comptes et la ngociation de contrats non obligatoire mais l encore vivement apprcie

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 SAP you 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.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAPs commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is(CAD) CAD. The actual amount to be offered to the successful candidate will be within that range dependent upon the key aspects of each case which may include education skills experience scope of the role location etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: www.SAPNorthAmericaBenefits.

Due to the nature of the role which involves global interactions with SAP entities as well as with employees and stakeholders in Canada functional proficiency in English is required for positions based in the Quebec.

Requisition ID: 419142 Work Area: Sales Expected Travel: 0 30 Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LIHybrid