Specialized Customer Success Manager (f/m/d) (S-CSM)

Specialized Customer Success Manager (f/m/d) (S-CSM)

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

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 Digital Supply Chain 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 CSM’s own Digital Supply Chain customer portfolio are achieved 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, managing target account objectives with a strong focus on retention risk.
• Manages the renewal cycle across customers in their portfolio with a strong focus on churn mitigation, ensuring visibility to renewal data (UfR, Chance of Success, and forecast R/R) in collaboration with the CSM Manager and CRC.
• Manages the upsell outlook for renewal and replacement-based upsell opportunities, setting realistic stretch targets for upsell and cross-sell within their customer base.
• Engages as the trusted advisor on the CSM’s accounts to develop trusting and deep relationships with customer stakeholders.
• Identifies critical customer accounts within their portfolio, ensuring 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, supporting other CSMs in their territory to identify target references and pushing for reference stories across accounts.
• Drives integration across the S/4HANA Solution Area, expanding capabilities from DSC focus towards the S/4 and HEC specialized areas.
• Collaborates with peers in the S/4HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers.

YOUR PROFILE

• 3+ years’ experience in Sales, Pre-Sales, Services, or Solution/Product Management.
• 1+ years of overall Supply Chain Management experience is a plus.
• First Customer Engagement experience, including territory plan development, target setting, escalation management, and people management.
• Good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing.

Fluent German and English language skills are mandatory.

The salary, exceeding the collective agreement, starts at a gross amount of €46,000 (excluding bonus) and varies according to individual qualifications and work experience.

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.

We win with inclusion

SAP’s 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.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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 the Recruiting Operations Team:

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 414757 | Work Area: Sales | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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