Digital Customer Success Manager Middle East & Africa

Customer Success Manager

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.

As a Customer Success Manager (CSM), you will play a pivotal role in driving customer satisfaction and success within our SAP Cloud solutions portfolio. Working in a dynamic, shared services environment, you will proactively engage with a diverse portfolio of customers, guiding them through their entire lifecycle – from onboarding and adoption to value realization and renewal.

You will be the trusted advisor and advocate for your assigned customers, understanding their business objectives and leveraging your deep knowledge of SAP solutions to help them achieve their desired outcomes. This will involve proactive outreach, responding to inbound inquiries, and collaborating closely with internal stakeholders across various teams such as Technical Support, Product Management, Sales, and Consulting.

Key Responsibilities:

• Onboarding and Adoption: Conduct virtual onboarding sessions tailored to individual customer needs, ensuring a smooth transition to SAP Cloud solutions. Welcome new customers with interactive virtual onboarding, to empower them with essential resources and best practices to ensure a smooth implementation. Proactively monitor customer progress during the implementation phase, providing guidance and addressing any roadblocks. Deliver targeted best practice guidance and training to drive user adoption and maximize solution value.
• Change Management and Value Realization: Go beyond implementation to maximize solution adoption and value realization by connecting customers with the right resources at the right time, ensuring a smooth transition and rapid return on investment. Proactively identify and mitigate potential risks to customer success, orchestrating the appropriate internal resources when needed. Champion customer needs and feedback internally, advocating for continuous improvement and influencing product roadmap decisions.
• Renewal and Expansion: Take proactive steps to identify and address risks and roadblocks, paving the way for successful renewal. Identify opportunities for upselling and cross-selling additional SAP solutions that align with customer needs and drive further business value. Collaborate closely with the Renewal Center team to ensure a seamless renewal process and maintain high retention rates.
• Collaboration and Continuous Improvement: Build and maintain strong relationships with internal stakeholders across different functions to ensure a unified customer experience. Actively contribute to the development and optimization of internal processes, templates, and best practices for customer engagement. Continuously expand your knowledge of SAP Cloud solutions and stay abreast of industry trends to provide cutting-edge guidance to customers.

Requirement:

• 3+ years of experience in a client-facing role, ideally Pre-Sales or Customer Success, managing relationships with global, complex organizations, working with Cloud Business SaaS solutions.
• Strong understanding of cloud-based solutions and their implementation lifecycle.
• Exceptional communication, interpersonal, and presentation skills with the ability to effectively engage with stakeholders at all levels.
• Ability to manage a large volume of customer accounts while maintaining a high level of attention to detail.
• Passion for customer success and a strong desire to help customers achieve their business goals.
• Experience with SAP solutions is a plus but not required.
• Ability to communicate complex information to diverse audiences in a clear and concise manner.
• Motivation and flexibility to work in a high-growth organization, with the ability to learn quickly and adapt to a fast-changing environment.
• Enthusiastic, proactive, and maintains a positive outlook, even in challenging situations.
• Proven ability to work effectively within teams of diverse skills and backgrounds.
• Experience working in Middle East & Africa is an advantage.
• This job requires language fluency in English; Arabic language is a plus.

Location: ONLY Barcelona