Specialized Customer Success Manager (fmd) Supply Chain

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.

YOUR FUTURE ROLE
The Specialized Customer Success Manager (f/m/d) (S-CSM) works in a team of Customer Success Managers (CSM) to guide our Supply Chain Management customers through their journey with our solutions. The S-CSM ensures that customer satisfaction retention renewals references and upsells/cross-sells for Cloud products within the CSMs own Supply Chain Management customer portfolio are achieved. They achieve this by building strong relationships with the customers and helping them maximize the value of their partnership with SAP.

Tasks and responsibilities:

• Defines the go to market and engagement strategy for their defined customer base including how much time and focus to spend per customer manage target accounts objectives with a strong focus on retention risk
• The CSM manages the renewal cycle across customers in her/his portfolio with strong focus on Churn Mitigation. The CSM is accountable for ensuring visibility to renewal data (UfR Chance of Success and forecast R/R) in collaboration with the CSM Manager and CRC.
• The CSM manages the upsell outlook for renewal and replacement based upsell opportunities. Sets realistic stretch targets for upsell and cross-sell within their customer base
• Engages as the trusted advisor on the CSMs accounts within to develop trusting and deep relationships with customer stakeholders
• Identifies the critical customer accounts within their portfolio and ensures CSM account oversight and accountability and utilizes proper escalation channels to senior management as required
• Establishes programs to improve customer satisfaction over baseline across customers within their defined portfolio
• Works with Product Marketing to ensure audience engagement sessions take place frequently in the territory and are communicated to customers
• Establishes realistic stretch targets for customer references within the defined customer base. Supports other CSMs in their territory to identify target references and pushes for reference stories across accounts
• Drives integration across the S/4HANA Solution Area expanding own capabilities from SCM focus towards the S/4 and HEC specialized areas
• Collaborates with the peers in the S/4HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers.

YOUR PROFILE

• Bachelors or masters degree; MBA or related post-Bachelor qualification is advantageous
• 5 years experience in the following areas Sales Pre-Sales Services or Solution/Product Management
• 3 years of overall Supply Chain Management experience is a plus
• Deep demonstrated program and project management experience including demonstrated experience in business process transformation and re-engineering disciplines
• Senior-level or operational experience managing complex customer engagements
• Excellent Customer Engagement experience incl. territory plan development target setting escalation management and people management
• Very good Line of Business experience across Supply Chain Asset Management Logistics and Manufacturing
• Fluent German and English language skills are mandatory. For positions in Switzerland French is an asset

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: 452621 Work Area: Consulting and Professional Services Expected Travel: 0 - 60% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid