Customer Success Manager (f/m/d) Walkme

Rockstar 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.

We're looking for a Rockstar Customer Success Manager to help take digital adoption and WalkMe to the next level. As a Customer Success Manager, you'll be responsible for being a trusted advisor to a portfolio of up to 10 Fortune 1000 WalkMe customers, managing a book of up to $6M in annual revenue, and helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals and recommend solutions to help them get the most out of our product and meet or exceed them. You will report to the Manager of Customer Success.

What You'll Own

• Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
• Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals/expansion.
• Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote up their Adoption Score.
• Educate customers on the most relevant features of their specific requirements.
• Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
• Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
• Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
• Monitor customer health to reach out to customers before risks escalate and identify remediation options.
• Partner with the WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

Required Qualifications

• 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives.
• Experience managing a quarterly retention and growth quota.
• You've maintained a book of Enterprise customer accounts (4000+ Employees).
• Increase customer satisfaction, adoption, and retention by applying to a technical product.
• Exceptional communication and presentation skills in both German and English are essential.
• High competency in sales discovery methodologies and an ability to run Return on Investment discussions, and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.

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.

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