Customer Success Partner Advisor - SAP BTM - Remote Eligible

Digital Customer Success Manager – SAP Signavio, APAC

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 Signavio and SAP LeanIX are part of the SAP Business Transformation Management (BTM) line of business. These software solutions focus on business process management, process mining, and enterprise architecture. Due to strong and consistent demand for these solutions across the APAC region, we are expanding the team and seeking candidates for a Digital Customer Success Manager role for South East Asia region. The successful candidate will join the existing Customer Success team in Singapore. Applicants should be located in Singapore.

Primary Tasks and Responsibilities

• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer confirming value and renewing their license subscriptions (remote based, digitally)
• Build trusted relationships with customers in order to support value-based consumption focused activities (remote based, digitally)
• 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
• Responsible for renewal and churn forecasting of assigned accounts.

Role Benefits

Work with customers to build trust and guide them on their transformation journey. Acquire the latest skills and deepen knowledge to apply BTM tools to successfully support cloud projects, including RISE with SAP Methodology and Clean Core. Expand your internal network through collaboration with various departments beyond BTM for project success. Develop the ability to contribute to an international team through communication with colleagues and superiors from SAP Global and APAC. Solving difficult challenges requires not only the SAP perspective but also the partner perspective. Solving various challenges by leveraging both perspectives brings great satisfaction and contributes to your career growth.

Requirements

• Strong customer facing presence and relationship building skills
• Background in Customer Success Management type roles is a plus
• Experience driving renewals, expansions, and up-sells of subscription-based software solutions
• Understanding of business process management (BPM) and/or business models, process mining and analytics, strategies, and line of business processes is a plus
• Business expertise in SAP Signavio, or similar BPM tool is a plus
• Ability to proactively involve customer stakeholders and related parties (internal SAP stakeholders)
• Persistent at dealing with internal and external stakeholders to problem solve and secure responses
• Proactive and cooperative team player