We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
YOUR FUTURE ROLE
The Solution Customer Success Manager (f/m/d) (S-CSM) works in a team of Customer Success Managers (CSM) to guide our 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 Supply Chain 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:
1. Defining 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
2. Managing 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.
3. Managing the upsell outlook for renewal and replacement based upsell opportunities. Sets realistic stretch targets for upsell and cross-sell within their customer base
4. Establishing an adoption plan to improve customer satisfaction and adoption within their solution portfolio
5. Responsible to increase consumption of solutions within the customer portfolio, impacting cACV growth.
6. Engaging as the trusted advisor on the CSM's accounts within to develop trusting and deep relationships with customer stakeholders
7. Engaging with customers through business reviews and quarterly business reviews across all levels of management.
8. Identifying the critical customer accounts within their portfolio, and ensures CSM account oversight and accountability and utilizes proper escalation channels to senior management as required
9. Working with Product Marketing to ensure audience engagement sessions take place frequently in the territory and are communicated to customers
10. 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
11. Collaborates with the peers in other Solution Areas to develop optimal coverage strategies for cross-Solution Area customers.
YOUR PROFILE
12. Bachelor´s or master's degree; MBA or related post-Bachelor qualification is advantageous
13. Proven experience in the following areas Sales, Pre-Sales, Services or Solution/Product Management
14. Several years of overall Supply Chain Management experience is a plus
15. Deep demonstrated program and project management experience, including demonstrated experience in business process transformation and re-engineering disciplines
16. Expert-level or operational experience managing complex customer engagements
17. Excellent Customer Engagement experience, incl. territory plan development, target setting, escalation management and people management
18. Very good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing
19. Fluent German and English language skills are mandatory.
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.