Director Of Digital Customer Success Management - SAP BTM Suite (americas)

Director Of Digital Customer Success Management

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

We are seeking a Director of Digital Customer Success Management for SAP's Business Transformation Management (BTM) Suite, including Signavio and LeanIX. This role will oversee a team of Digital Customer Success Managers and be a part of the Americas CS Leadership team for the SAP BTM Suite.

As Director, you will oversee a team of Digital Customer Success Managers with the goal to ensure both you, and the team, are positioned across internal and external folks as trusted advisors for our BTM Suite. Internally, the Director will play a critical role to partner with adjacent teams, such as Sales, Services and Marketing, to ensure core business KPIs are achieved. It is expected that this role will be instrumental to build the Digital Customer Success practice for the Americas region by contributing innovative ideas to level-up both their respective team, as well as our approach on how best to drive customer value through a many-to-many engagement model. From a customer's perspective, balancing both a strategic, and tactical viewpoint, the goal is to maximize the customer lifetime value by delivering solution area expertise to customer champions based on deep understanding of the key inflection points and milestones across the customer journey. Leveraging specific customer data points, health scores, usage data and more, the Director will provide recommendations to consistently mature our best practice approach, for our Digital customers, to the global team.

To be successful, you may own, or guide your team, on how to develop and implement account strategies and implementation plans for both short-term, and longer-term value realization within our digital segment utilizing a many-to-many approach. These plans should, but not limited to:

• Build trusted advisor status with customers
• Ensure rapid adoption and enablement of solutions that drive value for the customer
• Increase the customer's usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.
• Identify sales leads and support sales in expansion and upsell efforts
• Mitigate churn and manage renewals of SAP solutions/services
• Manage through crisis and de-escalate customer situations
• Drive renewals, consumption, expansions, and up-sells of subscription license-based solutions
• Ensure value realization from offerings such as office hours, webinars and more

What you bring:

• Strong executive presence and relationship building skills
• Deep knowledge of enterprise architecture and/or business models, strategies, and line of business processes
• Background in building and scaling Digital Customer Success teams
• Proven ability to handle difficult customer situations and discuss complex issues with customer executives
• Experience with cloud software solutions and delivery models
• Business expertise in one, or the other, respective solutions, within the BTM Suite
• Ability to dig-in to the solution(s), and provide some technical understanding for assigned solution area to address technical issues with customers
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of SAP solutions portfolio and the business processes they enable
• Bachelor's degree or equivalent required
• Experience in a B2B SAAS software organization
• Strong program management and governance skills
• Expert commercial/deal support skills
• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.
• Ability to build personalized career development objectives for team members, providing opportunities to foster growth and positioning them to succeed in their roles