Solution Specialist Customer Success Manager - HCM (Midwest)
Solution Specialist Customer Success Manager - HCM (Midwest)
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Job Description
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 purpose-driven and future-focused 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 choose from.
POSITION: Solutions Specialist Customer Success Manager - HCM
LOCATION: Midwest Region (must live within territory)
OVERVIEW:
Solution Specialist Customer Success Managers (S-CSMs) manage assigned cloud customer accounts daily including account management strategies developing and managing engagement and expansion plans and orchestrating Customer Success services to ensure consumption and product usage growth within assigned customers. This positions focus is to maximize the value for customers of their investments in SAP HCM cloud productadoption consumptionand promote revenue growth and protection.
The S-CSM HCM role is a specialist role within the Human Capital Management (HCM) domain. Its responsibility is to be the primary point of contact for our customers HR stakeholders including HR and IT organizations and stakeholders from multiple levels within our customers organizations (from HR administrators and practitioners to the C-Suite). The S-CSM HCM role requires knowledge of SaaS and human resources practices.
WHAT YOULL DO:
S-CSMs enable their customers long-term success through multiple account management avenues. These are some of the core account management practices utilized:
- Working with customers to develop their roadmaps to improveadoption andconsumption and maximize the value of the customers subscriptions
- Providing leading practice guidance to customers for operating their SAP HCM cloud solutionsand engaging experts from across SAP where appropriate
- Understanding customers business models priorities objectives and goals to identify potential operational and commercial risks as well as expansion opportunities
- Facilitatingdeveloping and executing a proactiveand collaborativerenewal and expansion plan in conjunction with other internal SAP account team members
- Utilize commercial and business acumen for commercial queries ensuring licensing compliance and optimized contractual opportunities
- Proactively engage with customers to promote revenue growth and increased cloud subscriptions across the SAP cloud portfolio
- Facilitate and executeCustomer Success Services to drive maximum value to customers
- Planning and orchestration of Preferred Success Services to support customer value realization
- Coordinating and leading regular governance calls with customers third-party partners and SAP account team members
- Build trusted relationships with customers and internal teams through proactive engagement and by delivering consistenthigh touchexperiences
- Administrative accountabilities tied to measuring customer success metrics account management renewals and system data hygiene
- Escalation and advocacy to drive positive customer outcomes
- Promote and expand our customer reference portfolio and increase referenceable brand ambassadors of SAP
- Special projects and workstream initiativesas assigned
WHAT YOU BRING:
- 5 yearsstrong demonstrated commercial acumen that includes lead generation and renewal managementwhether in a Sales or revenue-generation capacity
- 10 years of experience managing customer engagements or other customer-facing experience is highly preferred
- A selfstarter with a tenacious spirit and the ability to stay organized while managing multiple priorities
- Problem solver with the capacity to work independently to solve challenges
- Executive presence withstrong oral and written communication skills with the ability to credibly present and communicate recommendations to senior leadership and decision-makers
- Experience in SAP SuccessFactors other HCM SaaS products or roles in HR or HRIT
- Experience developingcollaborativeaccount management plans andability to collaborate and navigate across a complex and matrixed organization
- Growth mindset with a positive attitude and openness to learning
- Technical aptitude preferred but not required
- Background managing and using tools that track and analyze customer behavior realization and utilization (Gainsight Salesforce etc.)
We win with inclusion
SAPs culture of inclusion focus on health and well-being 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 world.
SAP is committed to the values of Equal Employment Opportunity and provides 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 e-mail 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.
Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability in compliance with applicable federal state and local legal requirements.
Compensation Range Transparency: SAPbelieves 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 121000 - actual amount to be offered to the successful candidatewill be within that range dependent upon the key aspects of each case which may include education skillsexperience scope ofthe role location etc. as determinedthrough theselection 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:SAP North America Benefits.
Requisition ID: 429671 Work Area:Sales Expected Travel: 0 - 40% Career Status: Professional Employment Type: Regular Full Time Additional Locations:#LI-Hybrid
Required Experience:
Manager
Employment Type
Full-Time
