Solution Customer Success Manager SAP Customer Experience

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.

Customer Management

• CSM has overall responsibility for the management of strategic cloud customer accounts including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.
• CSM is accountable to create and maintain a comprehensive view of assigned accounts through proactive account planning and alignment of customers business strategies to product solution and partner road mapping.
• TheCSM will leverage system-based usage data surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew.
• Develops trust and deep relationship with customer stakeholders account key decision makers and executive sponsors by establishing regular cadence of interactions.
• Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
• TheCSM will be managing accounts with complex systems stakeholder networks and higher ranges of Total Managed Contract values.
• TheCSM maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. IAE GAD LoB Sales Specialist Services Support Solution Management Product Management Deals Desk and our ecosystem partners).

Value Management

• Drives customer references; pushes for reference stories across accounts.
• Establishes success metrics agreed with the customer tracks and addresses reference blockers for each account.
• Manages the renewal processes through qualification needs analysis commercial negotiation and close.
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals subscription software expansion and network revenue growth.
• Drives opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth opportunities.

Customer Adoption

• CSM drives the usage and consumption of the customer and need to strategize on actions to improve & increase cACV in the customer journey
• Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops best practices webinars thought leadership etc.
• CSM is accountable for engagement with the customer account team and other commercial stakeholders.
• CSM will communicate customer life cycle status common risks & issues insights on usage and retention challenges.
• CSM manages the renewal cycle for their customers in tight collaboration with relevant internal stakeholders effective positioning of the specific Line of Business value proposition to leverage adoption of our solutions and services necessary to support the customer.
• Facilitates quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships.

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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AI Usage in the Recruitment Process

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

Requisition ID: 447019 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid