Bilingual Solution Customer Success Manager - HCM

Bilingual Solution Customer Success Manager - HCM

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.

Bilingual Solution Customer Success Manager - HCM

Location: Montreal, Vancouver, Calgary, or Toronto

Language Requirement: Must be fully bilingual in English and French

Purpose and Objectives: S-CSMs have overall responsibility for the daily management of assigned cloud customer accounts. This includes account management strategies, developing and managing engagement and expansion plans, and delivery of Customer Success services to ensure consumptions and product usage growth within assigned customers. The focus of this position is twofold, to maximize the value for customers of their investments in SAP HCM cloud products and promote revenue growth and protection.

The S-CSM HCM role is a specialist role within the Human Experience Management domain. The S-CSM HCM role has the responsibility of being the primary point of contact for our customers’ HR stakeholders. This includes HR and IT organizations and stakeholders from multiple levels within our customers’ organizations (from HR administrators and practitioners to C-Suite). The S-CSM HCM role requires knowledge that spans from SaaS to human resources practices.

Expectations and Tasks: S-CSMs enable their customers’ long-term success through multiple account management avenues. These are some of the core account management practices utilized.

• Working with customers to develop their roadmaps to improve consumption and maximizing the value of the customer's subscriptions
• Providing leading practice advice and guidance to customers for operating their SAP HCM cloud solutions
• Understanding customers' business models, priorities, objectives and goals to identify potential operational and commercial risks as well as expansion opportunities.
• Developing and executing a proactive "customer first" renewal and expansion plan in conjunction with other internal SAP account team members
• Utilizing commercial and business acumen for commercial queries and to ensure licensing compliance and optimized contractual opportunities
• Understanding and leveraging Customer Success services to drive maximum value to customers

Your Profile: Multiple years' experience managing customer engagements or customer other facing experience. Must be fully fluent in English & French. A self-starter, with energy, drive, the ability to manage multiple priorities and work independently and problem solve. Strong oral and written communication skills with the ability to credibly present and communicate recommendations to senior management in organizations. Experience in SAP SuccessFactors, other HCM SaaS products, HR, and/or HRIT is not a required but highly valued. Experience developing account management plans and with contract negotiations also is not required but highly valued.

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. 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.