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. 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.
The Specialist Customer Success Manager (SCSM) works directly with some of our biggest and most strategic Digital Supply Chain (DSC) customers to guide them through their journey with our solutions. The SCSM works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the DSC solutions portfolio. They achieve this by building strong relationships with some of our largest strategic customers and helping them maximize the value of their partnership with SAP.
The SCSM oversees key customer milestones throughout the customer lifecycle, from deal signature, through to system provisioning, monitoring implementation progress and business case achievement. The SCSM is expected to serve as the strategic point of contact for the customer and to leverage appropriate resources across SAP functions to maintain overall customer health.
Territory Management
Creates and maintains a comprehensive view of their territory, communicating customer lifecycle status, common risks & issues, and insights on usage and retention challenges.
Leverages system-based usage data, surveys, and all other forms of feedback to form a comprehensive point of view on clients' territory health & propensity to renew.
Develops and implements account strategies and implementation plans for emerging and renewal customers, responsible for developing long-term success plans and roadmaps that lead to continued adoption, consumption, and expansion within the DSC solution portfolio.
Build Account Relationships
Develops trusting and deep relationships with customer stakeholders, establishing a regular cadence of interactions.
Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.).
Works with marketing to ensure customer group meetings take place frequently in the territory and are communicated to customers.
Nurture References
Drives customer references; pushes for reference stories across accounts.
Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account.
Drive Value Realization
Manages the renewal processes through qualification, needs analysis, commercial negotiation, and close.
Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, and thought leadership.
The SCSM manages the renewal cycle for their customers in tight collaboration with the CRS.
The SCSM is accountable for engagement with the customer, account team, and other commercial stakeholders.
Upselling/Cross-selling
Provides sales teams with information about potential opportunities for license sales within and outside of the DSC portfolio.
What you bring
5+ years' experience in Sales, Pre-Sales, Services or Solution/Product Management.
Project management experience, including business process transformation and re-engineering.
Experience managing complex customer engagements.
Customer relationship management, sales, and sales team expertise in license or services domain.
Commercial experience, including developing account management plans and contract negotiations.
Line of Business experience in Supply Chain, Asset Management, Manufacturing, Warehouse Management, or Transportation Management.
Multilingual capability is an advantage depending upon region (minimum is local language + English).
Bachelor equivalent: Required.
MBA or related post-bachelor qualification is preferred.
Travel expectation is up to 40% of time on-site with customers.
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.
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. 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: 404809 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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