Customer Success Manager - UAE Or KSA Based Only

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. This position can be based either in Dubai, UAE or in KSA.

The Customer Success Manager engages with SAP's 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 Customer Success Manager 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. The CSM drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.

Core tasks include: developing and implementing account strategies and consumption plans that drive customer outcomes; building trusted relationships with customers in order to support value-based consumption focused activities; monitoring SLA performance and maintaining high level of customer satisfaction; engaging with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle; leveraging data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans; acting as primary point of escalation for customers account issues; contributing to library of success plays and best practices to further grow SAPs ability to drive customer success; identifying opportunities at customer to grow SAP footprint through expansion of licenses or services.

Accountability includes managing projects, defining deliverables and providing definitive advice and interpretation of situations; ensuring business critical & innovative results; ensuring that goals and milestones are met and approved budgets are managed appropriately; managing escalation appropriately; tracking single project budget line; building strategic partnerships with key decision makers in customer & partner organization; may include team lead or supervisory responsibilities.

Complexity includes managing projects of high volume or high risk/complexity; providing regular project status and updates; communication represents SAP to customers' - is responsible for delivery of quality outcomes of projects of high volume or high risk; finding common ground for cooperation within project team; formulating clear project plans incl. mile stones, timeline and sub projects; communicating messages relevant for project in a timely manner and with constructive feedback to project team; capturing opinions and expectations of stakeholder and communicates them to the project team.

Experience required includes previous experience with Procurement and Fieldglass solution is mandatory; strong Procurement Line of Business specific experience; 10+ years of experience in at least one the following areas: managing complex customer engagements; commercial experience including experience developing account management plans and contract negotiation; driving adoption and consumption across all customers to ensure maximum value realization; customer relationship management expertise; leadership experience is desirable; proficiency in SAP Commercial and Account Management Systems; complex account management with a customer focus having developed the acumen to cultivate and develop lasting customer relations.