Description:
The Customer Success Manager engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The 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 & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The CSM drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.
Core Tasks
- 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 in order to support value-based consumption focused activities
- Monitors SLA performance and maintain high level of customer satisfaction
- Engage with Global Customer Success Centers 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 primary point of escalation for customers account issues
- Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
- Identify opportunities at customer to grow SAP footprint through expansion of licenses or services
Accountability
- manages projects, defines deliverables and provides definitive advice and interpretation of situations
- ensures business critical & innovative results
- ensures that goals and milestones are met and approved budgets are managed appropriately
- manages escalation appropriately
- tracks single project budget line
- builds strategic partnerships with key decision makers in customer & partner organization
- may include team lead or supervisory responsibiities
Complexity
- manages projects of high volume or high risk/complexity
- provides regular project status and updates
Communication
- represents SAP to customers' - is responsible for delivery of quality outcomes of projects of high volume or high risk
- finds common ground for cooperation within project team
- formulates clear project plans incl. mile stones, timeline and sub projects
- communicates messages relevant for project in a timely manner and with constructive feedback to project team
- captures opinions and expectations of stakeholder and communicates them to the project team
Experience Required
- Previous experience with Procurement and Fieldglass solution is mandatory
- Strong Procurement Line of Business specific experience
- 10+ years of experience in at least one the following areas:
- Managing complex customer engagements
- Commercial experience including experience developing account management plans and contract negotiation
- Driving adoption and consumption across all customers to ensure maximum value realization.
- Customer relationship management expertise
- Leadership experience is desirable
- Proficiency in SAP Commercial and Account Management Systems
- Complex Account Management with a customer focus having developed the acumen to cultivate and develop lasting customer relations