Sales

Fieldglass' Customer Success Partner

Requisition ID: 335491
Work Area: Sales
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T4PF
Hiring Manager: Amber Roth 
Recruiter Name: Haruko Tanaka
Additional Locations:
 

 

The Program Success Manager proactively engages with SAP Fieldglass’ customers, both individually and with a one-to-many strategy, to drive & accelerate their value realization, foster account expansion, increase customer satisfaction, and secure references. This is achieved by building strong relationships with customer stakeholders and helping them maximize the value of their SAP partnership by achieving their desired business outcomes across the LACE (Land, Adopt, Consume and Expand) cycle with the emphasis on ACE. The Fieldglass PSM 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 for a designated set of Digital and Protect PAYG accounts.

 

PSM’s specific responsibilities include:

  • Be the primary post-sales customer executive point of contact at the LoB solution level establishing expectations and relationship governance
  • Orchestrates and educates customers on success resources across SAP through the customer Onboarding process and beyond
  • Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders
  • Participating in the development, communication and rollout of team strategies to foster relationships with account key contacts where possible, to include:
    • Increasing enablement and customer adoption of solutions that drive value for the customer
    • Identify potential new business within existing customers
    • Increasing the customer’s usage of their contracted cloud applications up to and beyond the entitlements that they have.
    • Tracking customer health, engagement and satisfaction
  • Meet or exceed team goals on revenue and profitability for account segment including but not limited to renewals, solution expansion, license increase and revenue growth.
  • Maintain a close working relationship with other regional business teams (such as SAP and Cloud LOB AEs, and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
  • Support team’s role as an escalation contact to facilitate failed escalations for those accounts within their portfolio
  • Help drive successful renewals (including accurate forecasting) and support Account Executives to identify growth opportunities
  • Support team efforts that ensure successful onboarding of new customers, confirm ongoing customer strategy, assess progress, align value to realization and strengthen relationships.

 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills

  • Experience in managing complex customer engagements.
  • A self‐starter, with energy, drive and the ability to manage multiple priorities.
  • Experience acting as a trusted and strategic advisor to customers.
  • Experience managing through conflict
  • Strong oral and written communication skills with experience presenting ideas
  • Capability to adapt communication style to fit diverse styles
  • Interest to acquire a thorough knowledge of Fieldglass products and eco-systems and be able to communicate and demonstrate their value.

Preferred skills

  • Sales, CEE or CSM experience
  • Good product knowledge of SAP Fieldglass
  • Ability to identify and understand the needs of the customers.
  • Good knowledge of SaaS models and Cloud mindset
  • Experience working with high volume of customers
  • Aptitude for creative/innovative thinking and analysis
  • Detailed understanding of navigating SAP’s support processes and Organization(s)

Education/Work Experience

  • Bachelor’s Degree or equivalent work experience
  • 2-5 years relevant of relevant work experience in the area of Customer Engagement, Sales, Presales, Business Development and/or Consulting

 

 
SAP'S DIVERSITY COMMITMENT 
 
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 

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

Requisition ID:  335491
Posted Date:  Jun 11, 2022
Work Area:  Sales
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Tokyo, Tokyo, JP, 100-0004

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