DCSM - Digital Customer Success Manager

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Digital Customer Success Manager

The Digital Customer Success Manager engages with SAP’s customers to drive and accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions and success service entitlements. The Digital Customer Success Manager is responsible for the management, orchestration of resources, and execution of activities for a designated set of customer accounts, including post-sales account management strategy development, outcome success plan definition and execution (adoption and consumption), account relationship management, issue mitigation, serving as a point of escalation for assigned customers, and opportunistic expansion of solutions or services through lead-generation activities. The Digital Customer Success Manager drives mutual (customer and SAP) success across the Land, Adopt, Consume, and Expand (LACE) cycle.

The role of the Digital Customer Success Manager (DCSM) has been an effective method when engaging with the most important customers (top 5%) in a high-touch manner. In order to scale, SAP needs to develop engagement models for all customer classifications (remaining 95%). To close this gap, the role of a Digital Customer Success Manager has been established for all C1 cloud lines of business. Digital Customer Success Managers will use a low-touch/virtual engagement approach in order to provide an excellent customer experience across a number of customers. The Digital Customer Success Manager will be located in several e-centres globally and have access to the latest digital tools.

The Role:

Digital Customer Success Managers will be working in a shared-service environment covering accounts in the Digital Segment and interacting in a proactive (direct outreach) and reactive (inbound/web) manner. Customers can connect with one of many Digital Customer Success Managers via a shared email address, a work-in-process scheduling app, or through the work-in-process Customer Watch List as defined by internal stakeholders such as CSMs, support, product management, and/or consulting teams.

Target new customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes. Digital Customer Success Managers will adapt a standard onboarding presentation to the specific customer, review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future via a generic email address and/or application.

Respond to risk scenarios — Digital Customer Success Managers will be a point of contact for defined customer risk scenarios, helping to orchestrate appropriate communication channels for support, but are not considered a replacement for standard SAP support and practices. Share SAP Cloud solutions’ strategic direction and best practices by responding to customer requests in either 1:1 or 1:n sessions. Where relevant, experts will be brought in to address specific topics.

Understand and deploy the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases through to a successful renewal. Maintain customer interactions in Gainsight, ensuring that as digital customers achieve desired outcomes and move into a new customer category, all touchpoints and learnings are well documented for a smooth handover.

Document processes, create templates, and organize content and team activities to ensure transparency, collaboration, and effective onboarding of new Digital Customer Success Managers as the role expands.

Expanding responsibilities over time include increasing enablement, adoption, and usage of solutions that drive customer value; identifying improvement areas within existing subscriptions as well as additional software opportunities to solve customer challenges; and supporting or driving successful renewals in collaboration with all existing support teams (Renewal Center). The Digital Customer Success Manager must excel at networking and coordinating resources across multiple teams and functions to deliver effective, scalable processes. The ability to influence teams reporting into the line of business while supporting the virtual engagement shared service will be critical.

Expectations & Tasks

• Safeguard renewals and revenue by ensuring accurate forecasting and profitable renewal strategies.
• Review consumption and adoption data to identify opportunities for upsell/cross-sell expansion and repricing.
• Contribute to the global renewal execution model, including process improvements and digital transformation initiatives.
• Collaborate with stakeholders to deliver renewal expertise and mitigate churn through standardised renewal engagements.
• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance
• Build trusted relationships with customers to support value-based, consumption-focused activities
• Monitors SLA performance and maintains a high level of customer satisfaction
• Engage with Global Customer Success Centres to leverage expertise as needed throughout the customer lifecycle
• Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
• Act as the primary point of escalation for customer account issues
• Identify opportunities at the customer to grow the SAP footprint through the expansion of licenses or services

Requirements:

• 9+ years industry experience in SAP Cloud Solutions or Other Cloud Products
• Solid track record & knowledge of SAP and a true passion for ensuring customer success and excellence
• Distinctive problem solving and analytical skills
• Broad understanding of SAP solution portfolio and the business processes they enable.

•    Experience working in one of the areas such as Sales / Pre-Sales / Post-Sales / Support

•    Commercial experience, including experience developing and executing account management plans

•    Experience managing high-volume customer engagements 

•    Proven ability to work with virtual/social tools to engage with customers 

•    Proven experience working with diverse sales, support and operations functional organisations – virtually/globally 

•    Record of building strong customer relationships (internal and external) 

•    Demonstrated ability to anticipate and solve problems 

•    Demonstrated ability to manage multiple tasks across functions 

• Has good understanding of the purpose and role of SAP Cloud Success Services Organisation
• Bachelor’s degree or equivalent required.

•    Excellent listening, written and oral communication skills

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
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Requisition ID: 444479  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid