Senior Customer Success Field Readiness Lead (Individual Contributor)

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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.

Job title: Senior Customer Success Field Readiness Lead (Individual Contributor)

SAP office North America

Role summary

Were hiring a senior Field Readiness Lead to design and deliver high-impact learning programs for Customer Success Managers and Customer Renewal Executives. Reporting into a team where the overall CSM/CRE readiness strategy is owned centrally this individual contributor will drive readiness against that strategy translating field needs into scalable programs and partnering across CS Services & Support Delivery Strategy & Ops and Learning & Development teams to deliver measurable improvements in readiness (proficiency adoption time-to-ramp) that contribute to improved customer outcomes expansion and retention.

What youll do (core responsibilities)

• Translate Global CSMO strategic initiatives into scalable Field Readiness Programs.
• Design and deliver role-based onboarding and continuous learning (self-paced live microlearning videos guides job-aids etc.) that accelerate ramp and change behavior.
• Create targeted assets and experiences (Newsletters office hours cohort learning role-plays scenarios labs templates and checklists)
• Leverage a learner-centric and creative mindset while aligning and delivering on business objectives.
• Maintain and curate job aids videos and training material repositories so resources remain current and easily accessible.
• Facilitate peer learning sessions enablement rollouts for Global CSMO Initiatives sequencing change and aligning stakeholders for successful adoption.
• Apply program evaluation methods to measure learning effectiveness and ROI and recommend improvements based on evidence.

Who you are (qualifications)

• 7 years in customer success learning and development account management or related roles.
• Demonstrated experience designing and delivering training that drives measurable behavior change.
• Experience with program evaluation and learning measurement (e.g. success metrics pre/post assessments impact analysis).
• Strong customer lifecycle knowledge including adoption and consumption renewal and expansion processes with an operational efficiency mindset.
• Proven ability to influence cross-functional stakeholders and drive adoption without direct authority.
• Excellent facilitation presentation and written communication skills.
• Strong project management skills; comfortable managing ambiguity and prioritizing across complex transformation-oriented initiatives.
• Bachelors degree or equivalent experience.

Key competencies (short list)

• Results oriented and action focused
• Ownership of strategy and roadmap (individual contributor)
• Change management and stakeholder engagement
• Coaching and facilitation
• Analytical mindset and measurement-driven iteration
• Ability to work through complexity and prioritize
• Customer focus and negotiation

What success looks like (examples)

• Reduced time-to-ramp for new CSMs/CREss by X weeks
• Increased adoption outcomes attributable to enablement initiatives
• Utilization of new assets

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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Requisition ID: 450846 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid