Customer Success Manager - SAP Leanix (singapore/sea)

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.

SAP LeanIX is a Enterprise Architecture (EA) management platform that helps organizations visualize, analyze, and transform their IT landscapes to align with business goals. SAP LeanIX is part of the SAP Business Transformation Management (BTM) line of business, that comprises of SAP Signavio, SAP LeanIX and SAP WalkMe. SAP LeanIX offers features for application portfolio management, technology risk, and roadmap planning, powered by data and AI. It provides a single source of truth for IT data, enabling better collaboration and strategic decision-making for complex digital transformations.

The Customer Success Manager (CSM) engages with SAP LeanIX customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The CSM is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities.

Core tasks and responsibilities as a Customer Success Manager:

• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer confirming value and renewing their license subscriptions
• Build trusted relationships with customers to support value-based consumption focused activities
• Monitors SLA performance and maintain high level of customer satisfaction
• Engage with Global Customer Success Centres to leverage expertise as needed throughout the customer lifecycle
• Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
• Act as primary point of escalation for customers account issues
• Overall churn mitigation and account adoption/expansion for your assigned customer portfolio
• Assisting with the setup and orchestration of customer events and activities

What you bring:

• Strong knowledge of Enterprise Architecture (EA) and/or business process management (BPM)
• Business expertise in SAP LeanIX, or similar EA tool
• Strong customer facing presence and relationship building skills
• Background in Customer Success Management type roles
• Experience driving renewals, expansions, and up-sells of subscription-based software solutions
• Experience with cloud software solutions and delivery models
• Ability to dig-in to the solution(s), and provide some technical understanding for SAP LeanIX or EA to address technical issues with customers
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of SAP solutions portfolio and the business processes they enable
• Bachelor's degree or equivalent required
• Experience in a B2B SAAS software organization
• Strong program management and governance skills
• Commercial/deal support skills
• Be inquisitive and seek self-improvement through continuous training and education opportunities provided by SAP
• Proactive and cooperative team player

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.