Customer Success Manager
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Yesterday
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1 Vacancy
Job Summary
WalkMe an SAP company pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in todays complex digital landscape. By leveraging WalkMes featuresguidance engagement insights and automationemployees boost efficiency executives gain greater visibility into digital usage and organizations maximize their digital assets driving successful digital transformation.
Together SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAPs robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMes intuitive digital adoption platform.
This role is with SAP supporting WalkMe.
*Candidates must be fluent in both German and English*
Were looking for aCustomer Success Manager Commercially adept but with a technical curiosity in the Product and what it can do for our Customers to help take digital adoption and WalkMe to the next level.
As a Customer Success Manager youll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 WalkMe customers helping them achieve maximum value from the WalkMe platform. You will understand your clients digital adoption goals and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.
What Youll Own
- Be the voice of the customer and provide internal feedback to maximize customer value and retention.
- Schedule and prepare Success Business Reviews for customers with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.
- Maintain an understanding of our product and roadmap so you can guide customers to success and continue to promote adoption of the product.
- Educate customers on the most relevant features of their specific requirements be comfortable guiding customers through the WalkMe platform and showing them the Art of the possible.
- Understand your customers industry trends challenges with digital adoption and current and potential use cases for WalkMe.
- Establish and develop strategic trusted advisor relationships at the highest relevant levels (Decision Makers Champions Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
- Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
- Monitor customer health to reach out to customers before risks escalate and identify remediation options.
- Partner with WalkMe Account Team (Renewal Managers Account Executives Services Technical Account Managers) to ensure that customers renew and expand.
What You Need to Succeed
- 5 years of customer facing experience in Enterprise SaaS customer success account management project management pre-sales or post-sale services working with Fortune 1000 companies and their executives.
- Experience managing a quarterly retention and growth quota.
- Youve maintained a book of Enterprise customer accounts (4000 Employees).
- Increase customer satisfaction adoption and retention applying to a technical product.
- High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment having partnered with account executives to develop and close sales opportunities.
- Fluent in both English and German is a must
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: emailprotected.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
About Company
Even if your organization is digitally mature, there still exists the growing challenge of keeping up with the exponentially increasing and stunningly sophisticated capabilities that today’s innovators are delivering. Recognizing that our technological capabilities are increasing at ... View more
