Digital Customer Success Manager BTM Suite (SAP Signavio)

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 Digital Customer Success Manager for SAPs Business Transformation Management (BTM) Suite with a focus on our SAP Signavio solution this role although you will specialize in SAP Signavio your will work on a team that is accountable for both SAP LeanIX and SAP Signavio so cross-solution knowledge will be expected.

What youll do:

We are looking for a driven customer-oriented team player with exceptional analytical and consulting / advisory skills to support our customers in the best way possible. You will take on dual responsibilities as you both have a dedicated set of accounts as well as play a pivotal role in how we support our customers in a many-to-many model including office hours webinars etc.

The tasks may range from direct customer ownership to data-driven analysis to developing a best practice webinar series. We want you to bring your ideas and innovative way of thinking to the team.

Internally as a Digital Customer Success Manager you play a critical role to ensure our customers are driving consumption of our of solution(s) expanding usage within their organization and as with any Customer Success Management role securing their renewal is priority. To achieve these core KPIs you are not alone you will partner with adjacent teams such as Sales Services our Renewals team and more.

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 you 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 customer facing presence and relationship building skills

Strong knowledge of business process modeling process governance as well as process mining and analytics

Background in Customer Success Management including digital or scaled models

Experience with cloud software solutions and delivery models

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

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

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.

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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 78000 - 180700(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.

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Requisition ID: 439673 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid