(Senior) Customer Success Manager (f/m/d) - Digital Supply Chain

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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. 

YOUR FUTURE ROLE

The Specialized Customer Success Manager (f/m/d) (S-CSM) works in a team of Customer Success Managers (CSM) to guide our Digital Supply Chain customers through their journey with our solutions. The S-CSM ensures that customer satisfaction, retention, renewals, references and upsells/cross-sells for Cloud products within the CSM’s own Digital Supply Chain customer portfolio are achieved. They achieve this by building strong relationships with the customers and helping them maximize the value of their partnership with SAP.
 

Tasks and responsibilities:

• Defines the go to market and engagement strategy for their defined customer base, including how much time and focus to spend per customer, manage target accounts objectives, with a strong focus on retention risk
• The CSM manages the renewal cycle across customers in her/his portfolio with strong focus on Churn Mitigation. The CSM is accountable for ensuring visibility to renewal data (UfR, Chance of Success and forecast R/R) in collaboration with the CSM Manager and CRC.
• The CSM manages the upsell outlook for renewal and replacement based upsell opportunities. Sets realistic stretch targets for upsell and cross-sell within their customer base
• Engages as the trusted advisor on the CSM’s accounts within to develop trusting and deep relationships with customer stakeholders
• Identifies the critical customer accounts within their portfolio, and ensures CSM account oversight and accountability and utilizes proper escalation channels to senior management as required
• Establishes programs to improve customer satisfaction over baseline across customers within their defined portfolio
• Works with Product Marketing to ensure audience engagement sessions take place frequently in the territory and are communicated to customers
• Establishes realistic stretch targets for customer references within the defined customer base. Supports other CSMs in their territory to identify target references and pushes for reference stories across accounts
• Drives integration across the S/4HANA Solution Area, expanding own capabilities from DSC focus towards the S/4 and HEC specialized areas
• Collaborates with the peers in the S/4HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers.

YOUR PROFILE

• Bachelor´s or master’s degree; MBA or related post-Bachelor qualification is advantageous
• 5+ years’ experience in the following areas Sales, Pre-Sales, Services or Solution/Product Management
• 3+ years of overall Supply Chain Management experience is a plus
• Deep demonstrated program and project management experience, including demonstrated experience in business process transformation and re-engineering disciplines
• Senior-level or operational experience managing complex customer engagements 
• Excellent Customer Engagement experience, incl. territory plan development, target setting, escalation management and people management
• Very good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing
• Fluent German and English language skills are mandatory.

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 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: 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.

Requisition ID: 414753  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Berufserfahren  | Employment Type: Vollzeit, unbefristet   | Additional Locations:  #LI-Hybrid