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Consulting and Professional Services

Customer Success Manager/SAP SuccessFactors & SAP Business Technology Platform

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? 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. Apply now!

 

 

RESPONSIBILITIES, EXPECTATIONS AND TASKS

The Customer Success Manager is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals.

 

Key tasks include but are not limited to the following:

  • Develop a trusted relationship with key stakeholders and decision makers from customers and SAP partners.
  • Understand key elements of the customer’s environment and Cloud strategy.
  • Management of customers in SAP SuccessFactors and SAP Business Technology Platform.
  • Understand and respond to customer needs bringing the customers value in the focus.
  • Define and drive a targeted goal-based engagement plan (Success Plan).
  • Provide expertise to customers’ use of SAP Cloud solutions,
  • Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
  • Provide tailored Release Reviews to support customer to develop an appropriate strategy that maximizes feature adoption.
  • Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.
  • Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc.
  • Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.
  • Monitor quality of work and identify opportunities for continual improvement.
  • Note this is mainly a remote role; however occasional customer visits can be considered (up to 40% on-site presence).

 

KNOWLEDGE, SKILLS AND COMPETENCIES

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations. You bring:

 

  • Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
  • Customer facing experience is essential.
  • Cloud mindset, and an understanding of Cloud deployments with SAP Activate methodology
  • Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
  • Excellent communication & presentation (soft) skills.
  • Enthusiast, strong work ethic and a positive attitude.
  • Business or Fluent Level Japanese language skills, written and verbal.
  • Business Level English language skills, written and verbal.

 

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

  • Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent.
  • 3-5+ years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level.
  • Experience with SuccessFactors and Business Technology Platform desired.
  • Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.
  • Experience in working in global / virtual teams is an advantage.
  • Experience in transferring knowledge to others (coaching & mentoring) is an advantage.
  • Knowledge of SAP Preferred Success and/or SAP Enterprise Support is an advantage

 

 

 

We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

 

Our inclusion promise

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. We ultimately believe in unleashing all talent and creating a better and more equitable world.

 

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 Recruiting Operations Team: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

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:299933 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Customer Success Manager/SAP SuccessFactors & SAP Business Technology Platform

Facility:  299933
Posted Date:  Nov 25, 2021
Work Area:  Consulting and Professional Services
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Chiyoda City, Tokyo, JP, 100-0004


Job Segment: Information Technology, IT Manager, SAP, ERP, Customer Service, Technology