Director of Digital Customer Success Management SAP BTM Suite (Americas)

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

We are seeking a Director of Digital Customer Success Management for SAPs Business Transformation Management (BTM) Suite including Signavio and LeanIX. This role will oversee a team of Digital Customer Success Managers and be a part of the Americas CS Leadership team for the SAP BTM Suite.

What youll do:

As Director you will oversee a team of Digital Customer Success Managers with the goal to ensure both you and the team are positioned across internal and external folks as trusted advisors for our BTM Suite.

Internally the Director will play a critical role to partner with adjacent teams such as Sales Services and Marketing to ensure core business KPIs are achieved. It is expected that this role will be instrumental to build the Digital Customer Success practice for the Americas region by contributing innovative ideas to level-up both their respective team as well as our approach on how best to drive customer value through a many-to-many engagement model.

From a customers perspective balancing both a strategic and tactical viewpoint the goal is to maximize the customer lifetime value by delivering solution area expertise to customer champions based on deep understanding of the key inflection points and milestones across the customer journey. Leveraging specific customer data points health scores usage data and more the Director will provide recommendations to consistently mature our best practice approach for our Digital customers to the global team.

To be successful you may own or guide your team on how to develop and implement account strategies and implementation plans for both short-term and longer-term value realization within our digital segment utilizing a many-to-many approach. These plans should but not limited to:

Build trusted advisor status with customers

Ensure rapid adoption and enablement of solutions that drive value for the customer

Increase the customers usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.

Identify sales leads and support sales in expansion and upsell efforts

Mitigate churn and manage renewals of SAP solutions/services

Manage through crisis and de-escalate customer situations

Drive renewals consumption expansions and up-sells of subscription license-based solutions

Ensure value realization from offerings such as office hours webinars and more

What you bring:

Strong executive presence and relationship building skills

Deep knowledge of enterprise architecture and/or business models strategies and line of business processes

Background in building and scaling Digital Customer Success teams

Proven ability to handle difficult customer situations and discuss complex issues with customer executives

Experience with cloud software solutions and delivery models

Business expertise in one or the other respective solutions within the BTM Suite

Ability to dig-in to the solution(s) and provide some technical understanding for assigned solution area to address technical issues with customers

Ability to apply risk-mitigation strategies to customer situations

Knowledge of SAP solutions portfolio and the business processes they enable

Bachelors degree or equivalent required

Experience in a B2B SAAS software organization

Strong program management and governance skills

Expert commercial/deal support skills

Experience driving renewals expansions and up-sells of subscription or perpetual license-based solutions.

Ability to build personalized career development objectives for team members providing opportunities to foster growth and positioning them to succeed in their roles

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 SAP you 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 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 age gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability.

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 194100 - 330000(USD) 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.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 438147 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Management Employment Type: Regular Full Time Additional Locations: #LI-Hybrid