Specialized Customer Success Manager (f/m/d) (S-CSM)
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. 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 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, focusing on retention risk.
* Manages the renewal cycle across customers in their portfolio with a strong focus on Churn Mitigation, ensuring visibility to renewal data in collaboration with the CSM Manager and CRC.
* Manages the upsell outlook for renewal and replacement based upsell opportunities, setting realistic stretch targets for upsell and cross-sell within their customer base.
* Engages as the trusted advisor on the CSM’s accounts to develop trusting relationships with customer stakeholders.
* Identifies critical customer accounts within their portfolio, ensuring CSM account oversight and accountability.
* Establishes programs to improve customer satisfaction across their defined portfolio.
* Works with Product Marketing to ensure audience engagement sessions take place frequently and are communicated to customers.
* Establishes realistic stretch targets for customer references within the defined customer base.
* Drives integration across the S/4HANA Solution Area, expanding capabilities from DSC focus towards the S/4 and HEC specialized areas.
* Collaborates with peers in the S/4HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers.
YOUR PROFILE
* 3+ years’ experience in Sales, Pre-Sales, Services, or Solution/Product Management.
* 1+ years of overall Supply Chain Management experience is a plus.
* First Customer Engagement experience, including territory plan development, target setting, escalation management, and people management.
* Good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing.
Fluent German and English language skills are mandatory.
The salary, exceeding the collective agreement, starts at a gross amount of €46,000 (excluding bonus) and varies according to individual qualifications and work experience.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently. 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. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
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, sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 414757 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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