Customer Success Partner Senior Advisor - cx, South Korea

Specialist Customer Success Manager

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. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. 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.

What You'll Do:

S-CSM (Specialist Customer Success Manager) enables their customers' long-term success through multiple account management avenues by utilizing some of the core account management practices. The focus of this position is to join the CX Customer Success Manager (CSM) team and become the trusted advisor to some of our flagship APAC customers, helping them drive a roadmap for CX adoption and consumption across their organization.

Responsibilities include:

• Building, developing, and managing relationships with strategic and enterprise customers, from C-level executives to project execution levels with both business and IT stakeholders across the region, ensuring they are successful in adopting the CX solutions.
• Understanding customer's business models, priorities, objectives, and goals to identify potential operational and commercial risks, retain current revenue footprint, and focus on expansion opportunities.
• Helping customers to accelerate and innovate with a growth mindset and devise a plan towards defining a CX roadmap which aligns with their business priorities.
• Developing and executing a proactive "customer first" retention and expansion strategies in conjunction with other internal SAP account team members.
• Working proactively with customers to improve consumption and maximize the value of the customer's subscriptions.
• Providing leading practice advice and guidance to customers for operating their Customer Experience cloud solutions and related governance.
• Completing relationship assessments, outcome success plans, initiating tracking, and maintaining associated tasks for each account in the portfolio.
• Utilizing commercial and business acumen for commercial queries and ensuring licensing compliance, renewal forecast, and optimized contractual opportunities.

What You Bring:

Experience working in the SaaS enterprise. Your background could be software engineering, solution management, project/product management, project implementation, pre-sales, technical customer engagement, customer success, proactive support services, consulting, etc. Minimum of 8+ years of experience managing complex customer engagements or other customer-facing experience.

A self-starter, with energy, drive, the ability to manage multiple priorities and work independently and problem solve. Have a strong customer first mindset and customer empathy. New ideas, open to change, passion for learning new things and enjoy problem solving. Strong oral and written communication skills with the ability to credibly present and communicate recommendations to C-Level & senior management in organizations.

Work experience or domain knowledge in at least one of SAP Customer Experience solutions such as Sales, Service, Marketing, Commerce, Customer Data, AI is highly valued. An engineering mindset with technical solutions understanding and architecture understanding. Strong understanding of cloud concepts and can guide customers on technology architectures and strategies.

Meet your team

We pride on a work environment that is inclusive and diverse. Every idea and perspective are valued. The SAP Customer Experience CSP team is committed to sustain each other to ensure success, both individually and as a team. We have a pay it forward mentality and are always willing to help our colleagues. Our culture is built upon attributes such as collaboration, mutual trust, open communication, inclusiveness, celebrating success of team with a clear understanding of collective objectives and core values.

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.

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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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 email 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. Successful candidates might be required to undergo a background verification with an external vendor.