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Information Technology

Customer Success Manager

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!

 

 

A Customer Success Manager, called a Customer Delivery Manager, CDM, at SAP, is the voice of the client within SAP and recognized as the main contact and escalation point for all questions and issues with regards to the ECS engagement

The Customer Delivery Manager (CDM) is the personal point of contact for all ECS customers, managing and coordinating all account activities with internal stakeholders and customers. The CDM cooperates closely with the Technical Service Managers (TSM) and the Project Lead (PL) during larger customer projects. The CDM builds a solid customer relationship and acts as a trusted advisor to the customer.

The CDM ensures that SAP HANA Enterprise Cloud customers receive the best possible service by focusing on customer satisfaction, contract adherence and profitability. He/She is responsible for ensuring contractually agreed services are being rendered and that change requests are processed in a timely manner.

The CDM cooperates closely with the customers’ IT department and business stakeholders, cooperatively planning and coordinating service requests. Also he is in contact with the Management / C-Level and acts as trusted advisor who grows the business by driving the client’s digital transformation and generating higher customer value. The CDM shares monthly / quarterly reporting on the Service Level with the customer and advises on new services or other developments within SAP HANA Enterprise Cloud that increase the business value for the customer.

 

The CDM role has variations  depending on the customer’s contract type.

CDM Tasks

<span 72="">Some of the CDM’s task include:

  •  
  • Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardizationLead the customer engagement  and ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners
  • Perform administrative tasks required to manage the engagement (staffing, reporting & controlling).
  • Manage proactive delivery of service plans and reactive support requests
  • Host regular status and governance meetings with customers and other SAP stakeholders (extended account team)
  • <span 72="">Drive transformation and onboarding towards SAP Cloud Solutions
  • Drives end-to-end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, customer reporting and invoicing
  • Achieve customer reference collateral and customer satisfaction responses
  • Deliver best through proactive mindset and de-escalate critical customer situations
  • Protect and grow engagement scope and manage commercial change requests
  • Participate in team-internal knowledge sharing and coach other team members
  • Expected to spend up to 20% of time onsite at client location

 

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES 

  • Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field
  • SAP Basis, technology and/or functional knowledge are very important
  • <span 72="">Technical infrastructure know-how and technical understanding of virtualized system landscapes is critical for this role
  • Strong project management skills & customer-facing experience
  • Strong ability to translate between technical and non-technical audience with confidence
  • Strong engagement management, relationship building and de-escalation skills
  • Excellent presentation, communication and moderator skills
  • High competency in multi-tasking and ability to manage multiple engagements in parallel
  • Accustomed to working in an international and global virtual matrix organization
  • Experienced in the area of IT service providers and managing outsourcing engagements
  • Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes
  • High proficiency in German and English. Additional languages are a big plus
  • Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial
  • Certification in project management methodology (e.g. PMP) is beneficial

 

WORK EXPERIENCE

  • 6+ years experience in project management or SAP Operations
  • 6+ years experience in a customer-facing role

 

 

 

 

 

 

 

 

 

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:306590 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Customer Success Manager

Facility:  306590
Posted Date:  Nov 12, 2021
Work Area:  Information Technology
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Newtown Square, PA, US, 19073


Nearest Major Market: Philadelphia

Job Segment: Engineer, ERP, SAP, Manager, Customer Service, Engineering, Technology, Management