CSM Head - Supply Chain Management (SCM)

Customer Success Manager For Supply Chain Management (Scm)

We help the world run better. 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.

The customer success manager for supply chain management (SCM) is responsible for increasing customer adoption & consumption of supply chain management cloud solutions, safeguarding renewals and driving incremental customer value in the Americas region. This individual will need to champion skills development of the customer success management (CSM) team, build a network of experts across the company that can help the team, and act as an executive contact at a subset of strategic accounts and well as SPOC for any region-specific topics related to supply chain customer success.

The CSM manager for SCM is responsible for delivering business results through customer management and engagement over the life cycle of SAP's relationship with SCM cloud customers. The focus of the CSM head is to drive customer success within a geographic region or strategic industry, working cross-functionally across the commercial organization (sales, support, product management, education, and services delivery) to insure the adoption of our SCM solutions. This individual leads and manages a portfolio of customers and a team of CSMs by market unit to implement, expand and scale business operations to:

• Expand solution adoption and utilization as measured by the user base and orders
• Improve customer retention and reference-ability by delivering region or industry target rates for contract renewal
• Support regional business development initiatives, working with sales, marketing, eco systems teams to expand market and customer awareness of related SCM cloud solutions.
• Partner with the regional leadership across CS&D, sales, delivery, and product & innovation teams to drive customer adoption, customer satisfaction, and expansion across all SCM customers in line with our V2V model.
• Maintain executive-level contact with top customers and lead/manage thought leadership mechanisms with targeted customers
• Provide operational oversight into account management, including customer reviews, solution renewals/expansions, and customer success programs
• Work with your team and peers to analyze customer business and market trends to develop customized engagement strategies
• Maximize the targeted customer's use of SCM solutions
• Establish regional level operating goals and forecast against these goals
• Provide feedback to your leadership regarding performance, product development needs, evolving strategy, and market and regional conditions affecting the business.
• Assess the performance of the region to establish internal strengths and weaknesses, providing recommendations on the development of people, reengineering of business processes, alignment of technologies to suit developing business and customer needs, and realignment of strategy to achieve regional targets.
• Demonstrate broad and deep knowledge of SCM cloud solutions
• Manage direct reports and support professional development

As the customer success manager leader for the Americas, you are responsible for supporting the success of not only your team, but the success of all employees within the larger team you are a part of by helping to identify development opportunities and supporting team members to achieve their goals. You are expected to know about the members of your extended team and share insights with your peer leads. Look for opportunities to coach and recognize employees directly and provide just-in-time feedback so that employees can reflect on your input immediately.

What you bring:

• Deep knowledge of the SCM portfolio
• Experience with LACE, V2V and especially in the post-sales commercial environment
• Deep knowledge of renewals management business (incl. key processes around forecasting, contracting, etc.)
• Proven ability to identify specific customer opportunities and convert them into customer strategic plans
• Proven leadership and management skills
• Demonstrated experience in managing highly complex situations (incl. escalations), internally and with customers
• Business knowledge of the SaaS markets, including deep knowledge of SAPs offerings in market today. Competitive knowledge of SaaS solutions
• Experience in program management and client management
• Willingness to travel
• University degree, MBA will be an asset
• Experience in a complex matrix organization
• Experience with cloud solutions
• 10+ years of overall work experience, specifically in the areas of:
• People management
• Account management
• ERP and cloud solutions
• Organizational matrix management (support, education, consulting, product management, etc.)

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 for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best. 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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world. SAP is committed to the values of equal employment opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to recruiting operations team: careers@sap.com.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation range transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is $271,800 - $462,100 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.