SAP SuccessFactors - Customer Success Manager Expert

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. 

The SAP SuccessFactors Customer Success Manager Expert (CSM) is the face of SAP for their assigned customers.

The role of the CSM is to build strong relationships with our customers, ensuring they get maximum value from their partnership with SAP by achieving their desired business objectives. The result of this engagement with the customer is increased customer satisfaction and referencability, revenue retention, solution adoption and ultimately customer growth.

The CSM influences customer satisfaction by driving focus on solution consumption to achieve business value, proactively monitoring customer health, and mitigating risk by orchestrating engagement activities through continuous relationship management.

The CSM has overall responsibility for the daily management of their assigned cloud customer accounts and this requires CSM’s to maintain a close working relationship with fellow SAP customer-facing teams to ensure we engage our customers with a unified one SAP approach. As a senior member of the Customer Success Manager team the CSM would also be responsible for providing guidance and coaching to newer team members

Trusted Advisor / Drive Customer Value:
The CSM is the customer’s trusted advisor and principle advocate into SAP. The CSM partners with their customers throughout the different phases of their transformation journey. Drawing upon their HR and business transformation experience, knowledge of the customer and industry insights and trends, they ensure the customer realises the full value of their SuccessFactors solution and ultimately their HR and business transformation.

This is demonstrated by:
· Providing tailored guidance to customers on how best to deploy their SuccessFactors investment to successfully align their people strategy with their business objectives.
· Be resourceful, creative, and able to work collaboratively with the entire VAT (incl. partners), especially the Solution and Industry Account Team members, Value Advisors (VA), and Enterprise Architects (EA).
· Simplifying the customer’s experience with SAP by aligning and highlighting the various internal support and services teams, customer communities and online resources available to them.
· Acting as the customer advocate internally, positioning customer insights, experiences and needs to be leveraged by the broader SAP business as we continually focus on our customer for life ethos.
· Collaboratively developing a customer engagement plan, agreeing on the customer’s success metrics and promoting customer leading practices regarding cadence, objectives and partnership.
· Partnering with customers to achieve active engagement in SAP lead initiatives such as customer satisfaction surveys, business transformational stories, customer reference program and SAP events.
· HR Transformation

 Solution Adoption / Revenue Retention & Growth:

The CSM’s focus is to create customer satisfaction, drive customer retention, subscription renewal, solution adoption and portfolio expansion for SAP. The CSM achieves this by building strong relationships with their customers and aligning solution opportunities to business and people strategies. In addition to this, CSM’s also enable their customers’ long-term success by advising them on leading practices regarding project deployment, change management, governance and support model structures. This is demonstrated by:
· Creating and agreeing on a customer roadmap to improve product adoption and maximising the perceived value of the customer’s subscription.
· Providing leading practice advice to their customers, leveraging their experience of enabling cloud technology, embedding governance and managing sustainable change.
· Developing a proactive ‘customer first’ renewal and expansion plan whilst partnering with internal SAP teams to streamline the customer experience.
· Understanding the customer’s business model and people priorities to identify potential risks and expansion opportunities within the existing SAP footprint.
· Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.
· Understanding customers’ business plans and people strategies to identify business growth opportunities.

Work Experience and Qualifications:

Proven experience in the following areas:
· Experience in HR transformation programs of work
· Experience in human resources, recruitment, learning, compensation or talent management.
· Experience working with account management plans.
· Experience working with complex customer engagements.
· A self-starter with energy, drive and the ability to manage multiple priorities.
· Customer-centric mindset.
· Strong knowledge of SaaS models and Cloud mindset, ideally SuccessFactors.
· Confident in presenting to mid-size audiences.
· Ability to identify customers/industry trends and design engagements to address these
· Demonstrated experience in coaching/mentoring
· Demonstrate a solid understanding of best practice business processes and competitive solutions. 

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
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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 444319  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid