HCM Customer Success Manager (Partner-Delivered Customer Focus)
HCM Customer Success Manager (Partner-Delivered Customer Focus)
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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.
SAP SuccessFactorsCSM
SAPIndirect
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Indirect
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SAP SuccessFactors
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Success Plan
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SAP
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IT
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SAP SuccessFactorsSAP BTP
SaaS
The HCM Customer Success Manager (CSM) plays a critical role in supporting customers using SAP SuccessFactors after the sales cycle has been this role you will build strong and trusted relationships with customers and internal stakeholders always working in the best interests of the customer to ensure ongoing business success and transformation.
This position specifically focuses on supporting customers who have purchased and implemented SAP solutions through our partner ecosystem (referred to here as Indirect customers). You will lead the development and execution of engagement models tailored to these customer segments and work closely with key partners to enhance their capabilities and jointly drive customer success.
Key Responsibilities
1. Relationship Building and Partner Engagement Strategy
Build trusted relationships with key stakeholders at both customer organizations and SAP partners.
Design and continuously refine engagement models for Indirect customers leveraging global frameworks and resources in close collaboration with partners.
2. Partner Enablement and Collaboration
Plan and execute enablement activities for strategic partners.
Share Customer Success best practices and support partner-led customer engagements.
Collaborate closely with partner teams account executives and sales to deliver maximum value to customers.
3. Customer Understanding and Business Strategy Execution
Understand the customers business strategy and environment and support the effective adoption of SAP SuccessFactors.
Ensure consistent and value-driven engagement from onboarding through expansion and growth.
4. Value-Based Engagement and Adoption Enablement
Create and execute Success Plans tailored to each customers goals and circumstances.
Promote scalable adoption through partner-led customer engagement initiatives.
5. Escalation Support
Act as an escalation point when product-related incidents occur.
Collaborate with SAP internal teams and partners to ensure timely and effective resolution of customer issues.
6. Self-Driven Professionalism
Take ownership of partner engagement strategies continuously developing your knowledge and capabilities.
Collaborate with global and local teams to share best practices and learnings across the organization.
Knowledge Skills and Competencies
Customer-centric mindset with experience working within a partner ecosystem.
Solid understanding of customer lifecycle management in the context of cloud-based solutions.
Experience in delivering services or enablement programs to/through partner organizations.
Proven ability to collaborate across departments and influence stakeholders without direct authority.
Strong communication and facilitation skills in both Japanese and English.
Ability to manage multiple stakeholders including customers partners and internal teams.
Education and Work Experience
Bachelors or Masters degree in Business Information Technology or a related field.
23 years of customer-facing experience in Customer Success Sales Partner Enablement or Consulting roles.
Experience in working with partner ecosystems or reseller models is a strong advantage.
Familiarity with SAP SuccessFactors and SAP BTP is a plus.
Experience with SaaS-based customer engagement or program design is also a plus.
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: 430249 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.
Required Experience:
Manager
Employment Type
Full-Time
