Digital Customer Success Manager - Generalist
Digital Customer Success Manager - Generalist
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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.
Summary:
Customer Success organization is aiming to create an industry-leading Virtual customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help guidance and experts from SAP to our customers after they have purchased an SAP solution. The objective of this function will be to optimize the customer onboarding and adoption processes to improve renewal rates customer satisfaction and customer success in the Digital customer segment through a consistent efficient and scalable methodology across different SAP lines of business.
The role of the Customer Success Partner (CSP) has been an effective method when engaging with the most important customers (top 5%) in a high touch order to scale SAP needs to develop engagement models for all customer classifications (remaining 95%). To close this gap the role of a DCSM has been established for all cloud lines of business. DCSMs will use a low touch/virtual engagement approach to provide and excellent customer experience across a number of customers. The DCSM will be in several e-centers globally and have access to the latest digital tools.
What youll do:
DCSMswill be working in a shared service environment covering accounts in the Digital Segment and interacting in a proactive (direct reach out) and reactive (inbound/web) can connect with one of many DCSMs via a shared email address a work in process scheduling app or through the work in process Customer Watch List as defined by internal stakeholderssuch as CSMs support product management and/or consulting etc.
Target New Customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes. DCSMs will adapt a standard onboarding PPT to the specific customer and review live what was licensed ensure successful login and position themselves as a shared entity accessible in the future via generic email and/or app.
Respond to risk scenarios - DCSMs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices. Sharing SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1:n sharing sessions. Where relevant experts will be brought in to address specific topics. Understand and Deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal. Maintain customer interactions in Gain Sight with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover. Document processes create templates and organize all content and team activities for transparency team collaboration and effective onboarding of new DCSMs as the role expands.
Expanding responsibilities over time - Increase enablement adoption and usage of solutions that drive value for the customer. Identify areas for improvement across the existing subscription as well as additional software to help solve problems Support/Drive successful renewals working with all existing support teams (Renewal Center) The DCSM needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes. The ability to influence teams reporting into the LOB but supporting the Virtual Engagement shared service will be key.
What youll bring:
- 3 years industry experience in SAP Cloud Solutions or Other Cloud Products
- Experience working in one of the areas such as Sales / Pre-Sales / Post-Sales / Support
- Commercial experience including experience developing and executing account management plans
- Experience managing high volume customer engagements
- Proven ability to work with virtual/social tools to engage with customers
- Proven experience working with diverse sales support and operations functional organizations virtually/globally
- Record of building strong customer relationships (internal and external)
- Demonstrated ability to anticipate and solve problems
- Demonstrated ability to manage multiple tasks across functions
- Excellent listening written and oral communication skills in English is preferred.
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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 end-to-end 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 purpose-driven and future-focused 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 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 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 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.
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: 431112 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.
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Required Experience:
Manager
Employment Type
Full-Time
