Customer Success Manager

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.

• 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