SAP SE
Solution Customer Success Manager - Customer Experience - South
SAP SE, Allen, Texas, United States, 75013
Solution Customer Success Manager - Customer Experience - South
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.OVERVIEW:Solution Customer Success Manager (S-CSMs) manage assigned cloud customer accounts daily, including account management strategies, developing and managing engagement and expansion plans, and orchestrating Customer Success services to ensure consumption and product usage growth within assigned customers. This position's focus is to maximize the value for customers of their investments in SAP CX cloud products and promote revenue growth and protection.The S-CSM CX role is a specialist role within the Customer Experience (CX) domain. Its responsibility is to be the primary point of contact for our customers' stakeholders, including IT organizations and stakeholders from multiple levels within our customers' organizations. You will enhance the customer outreach in a manner that ensures customer retention and high renewal rates. You will be required to plan and coordinate adoption and expansion activities by prioritizing and managing all business processes to ensure operational excellence. A strong focus on customer satisfaction will furthermore allow you to continuously grow your reference customer base.WHAT YOU'LL DO:Working with customers to develop their roadmaps to improve consumption and maximize the value of the customer's subscriptionsProviding leading practice advice and guidance to customers for operating their SAP CX cloud solutionsUnderstanding customers' business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunitiesDeveloping and executing a proactive "customer first" renewal and expansion plan in conjunction with other internal SAP account team membersUtilizing commercial and business acumen for commercial queries, ensuring licensing compliance and optimized contractual opportunitiesIdentifying upsell and cross-sell opportunities, while leveraging the entire VAT for added collaboration, insight and/or guidanceUnderstanding and leveraging Customer Success services to drive maximum value to customersIncreasing the number of CX referenceable touchpoints in your assigned portfolioWorking with customer(s) to join the Customer Reference program and helping to create assets in relation to their CX journeyEducating customers on business relevant resources and tools such as the support portal, community events, industry insights, key events etc.Planning and orchestration of Preferred Success Services to support customer value realizationCoordinating and leading regular governance calls with customers, third-party partners, and SAP account team membersBuilding trusted relationships with customers and internal teams through proactive engagement and by delivering consistent experiencesAdministrative accountabilities tied to measuring customer success metrics, account management, renewals, and system data hygieneEscalation and advocacy role for your assigned accounts to drive positive customer outcomes along with referenceable brand ambassadors of SAPSpecial projects and workstream initiativesWHAT YOU BRING:Strong commercial acumen that includes lead generation and renewal management5+ years of experience managing customer engagements or other customer-facing experience is highly preferredA self-starter with a tenacious spirit and the ability to stay organized while managing multiple prioritiesAptitude for creative/innovative/forward thinking and analysisProblem solver with the capacity to work independently to solve challengesStrong oral and written communication skills with the ability to credibly present and communicate recommendations to senior leadership and decision-makersExperience in SAP Customer ExperienceExperience developing account management plans and ability to collaborate and navigate across a complex and matrixed organizationGrowth mindset with a positive attitude and openness to learningTechnical aptitude preferred but not requiredBackground managing and using tools that track and analyze customer behavior, realization, and utilization (Totango, Salesforce, etc.)
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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.OVERVIEW:Solution Customer Success Manager (S-CSMs) manage assigned cloud customer accounts daily, including account management strategies, developing and managing engagement and expansion plans, and orchestrating Customer Success services to ensure consumption and product usage growth within assigned customers. This position's focus is to maximize the value for customers of their investments in SAP CX cloud products and promote revenue growth and protection.The S-CSM CX role is a specialist role within the Customer Experience (CX) domain. Its responsibility is to be the primary point of contact for our customers' stakeholders, including IT organizations and stakeholders from multiple levels within our customers' organizations. You will enhance the customer outreach in a manner that ensures customer retention and high renewal rates. You will be required to plan and coordinate adoption and expansion activities by prioritizing and managing all business processes to ensure operational excellence. A strong focus on customer satisfaction will furthermore allow you to continuously grow your reference customer base.WHAT YOU'LL DO:Working with customers to develop their roadmaps to improve consumption and maximize the value of the customer's subscriptionsProviding leading practice advice and guidance to customers for operating their SAP CX cloud solutionsUnderstanding customers' business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunitiesDeveloping and executing a proactive "customer first" renewal and expansion plan in conjunction with other internal SAP account team membersUtilizing commercial and business acumen for commercial queries, ensuring licensing compliance and optimized contractual opportunitiesIdentifying upsell and cross-sell opportunities, while leveraging the entire VAT for added collaboration, insight and/or guidanceUnderstanding and leveraging Customer Success services to drive maximum value to customersIncreasing the number of CX referenceable touchpoints in your assigned portfolioWorking with customer(s) to join the Customer Reference program and helping to create assets in relation to their CX journeyEducating customers on business relevant resources and tools such as the support portal, community events, industry insights, key events etc.Planning and orchestration of Preferred Success Services to support customer value realizationCoordinating and leading regular governance calls with customers, third-party partners, and SAP account team membersBuilding trusted relationships with customers and internal teams through proactive engagement and by delivering consistent experiencesAdministrative accountabilities tied to measuring customer success metrics, account management, renewals, and system data hygieneEscalation and advocacy role for your assigned accounts to drive positive customer outcomes along with referenceable brand ambassadors of SAPSpecial projects and workstream initiativesWHAT YOU BRING:Strong commercial acumen that includes lead generation and renewal management5+ years of experience managing customer engagements or other customer-facing experience is highly preferredA self-starter with a tenacious spirit and the ability to stay organized while managing multiple prioritiesAptitude for creative/innovative/forward thinking and analysisProblem solver with the capacity to work independently to solve challengesStrong oral and written communication skills with the ability to credibly present and communicate recommendations to senior leadership and decision-makersExperience in SAP Customer ExperienceExperience developing account management plans and ability to collaborate and navigate across a complex and matrixed organizationGrowth mindset with a positive attitude and openness to learningTechnical aptitude preferred but not requiredBackground managing and using tools that track and analyze customer behavior, realization, and utilization (Totango, Salesforce, etc.)
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