HXM Customer Success Manager Senior Advisor

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.

RESPONSIBILITIES EXPECTATIONS AND TASKS

The Customer Success Manager Senior is a senior client-facing role delivering strategic guidance and advisory services around business transformation cloud adoption and long-term value realization after the sales cycle has this senior role you are expected not only to excel in executive-level engagements but also to demonstrate outstanding written and communication skills across all channels. You will lead by example in building and nurturing deep strategic relationships with key customers and internal stakeholders while also contributing to team development and best practice sharing. You act as a trusted advisor and escalation point always acting in the best interest of the customer and the broader organization.

Key tasks include but are not limited to the following:

• Relationship Building & Communication
• Develop and maintain trusted strategic relationships with C-level executives key stakeholders and decision-makers from customers and SAP partners.
• Engage with customers through both Face-to-Face and text-based communications (e.g. emails chats virtual meetings) ensuring clear timely and effective information exchange.
• Lead by example in dedicating time to build and nurture strategic relationships with customers and internal stakeholders serving as a role model for the broader CSM team to maximize customer success at scale.
• Customer Environment & Cloud Strategy
• Deeply understand and shape the customers environment Cloud strategy and long-term digital transformation roadmap providing senior advisory input.
• Oversee a portfolio of strategic customers in SAP SuccessFactors and SAP Business Technology Platform ensuring that customer needs are met with tailored high-impact solutions and measurable outcomes.
• Customer Engagement & Value Delivery
• Anticipate and proactively address customer needs with a strategic focus on delivering measurable business value and long-term ROI.
• Design and drive comprehensive multi-year engagement strategies (Success Plans) that align with the customers executive objectives and deliver transformative outcomes.
• Provide deep expertise on SAP Cloud solutions to drive maximum product adoption optimize the customer experience and position customers for future innovation.
• Advisory & Escalation
• Lead and facilitate access to product and functional expertise orchestrating Empowerment Sessions and executive briefings to address complex customer challenges.
• Conduct tailored Release Reviews supporting customers in developing strategies that maximize feature adoption.
• Proactively anticipate and resolve complex customer issues serving as a senior escalation authority and leading cross-functional collaboration to drive timely resolution.
• Sales Opportunity Enhancement
• Lead Demand Discovery Planning and Execution activities at a senior level to identify and develop high-value sales opportunities contributing directly to strategic account growth and increased win rates.
• Partner strategically with sales and leadership teams translating deep customer insights and market intelligence into executive-level strategies that accelerate revenue growth.
• Internal Collaboration & Continuous Improvement
• Drive cross-functional collaboration by providing strategic customer feedback contributing to process improvement initiatives and influencing product and service direction.
• Champion a culture of continuous learning by embracing feedback pursuing challenging assignments and mentoring junior team members to elevate overall team capability.
• Monitor work quality and identify opportunities for continual improvement.
• Self-Driven Professionalism
• Operate as a strategic leader and self-starter proactively planning and executing complex activities development programs and team initiatives to drive organizational and business success.
• Take full ownership and accountability for a portfolio of strategic accounts consistently driving measurable improvements in customer satisfaction retention and overall business outcomes.
• Work Mode Flexibility
• Note that while this is primarily a remote role occasional customer visits can be expected (up to 60% on-site presence).

KNOWLEDGE SKILLS AND COMPETENCIES

You have a distinguished record of strategic account management and are a thought leader and innovative problem solver who excels in complex high-stakes environments. You bring deep expertise in customer success methodologies a track record of influencing C-level stakeholders and the ability to mentor and develop junior colleagues. You lead with precision and vision setting the standard for customer engagement excellence. You bring:

• A deep strategic customer orientation with a focus on long-term value creation and the ability to influence and collaborate with C-suite IT and LOB decision-makers.
• Extensive senior customer-facing experience with a demonstrated ability to lead executive conversations and influence outcomes across complex multi-stakeholder environments in person and via digital platforms.
• A cloud mindset and an understanding of Cloud deployments particularly with SAP Activate methodology.
• The ability to communicate effectively with individuals at all levels both internally and externally exercising appropriate discretion.
• Demonstrated ability to consistently deliver exceptional results under pressure lead autonomously and drive accountability across complex senior-level engagements (i.e. a strategic driver highly results-oriented pragmatic).
• Excellent communication and presentation skills.
• An enthusiastic approach strong work ethic and positive attitude.
• Business or Fluent level Japanese language skills (written and verbal).
• Business level English language skills (written and verbal).

Plus:

• Experience in project management consulting or HR-related roles will be considered a strong asset.

EDUCATION QUALIFICATIONS AND WORK EXPERIENCE

• Education:
• Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or an equivalent qualification.
• A Bachelors or Masters degree is required. An MBA is considered a plus.
• Experience:
• 5 years experience in a senior customer-facing role with a proven ability to engage and influence dedicated customers at the executive and C-suite levels.
• Experience with SuccessFactors and Business Technology Platform is an advantage.
• A proven track record in managing issues scope and quality while ensuring that areas of responsibility and tasks are completed successfully within time requirements.
• Experience in working in global or virtual teams is an advantage.
• Demonstrated experience in coaching mentoring and developing others with a track record of elevating team performance.
• Strong knowledge of SAP Preferred Success and/or SAP Enterprise Support is required.

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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Successful candidates might be required to undergo a background verification with an external vendor.

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: 448344 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid