Customer Success Partner Senior Advisor

SAP SuccessFactors Customer Success Manager (CSM)

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.

The SAP SuccessFactors Customer Success Manager (CSM) is the face of SAP for their assigned customers. The role of the CSM is to drive successful customer onboarding and solution adoption, increase customer satisfaction and retention, safeguard renewals, secure references, and foster account expansion. This is achieved by building strong relationships with customer stakeholders and helping them maximize the value of their SAP partnership by achieving their desired business outcomes.

The CSM influences customer satisfaction by driving focus on solution consumption to achieve business value, proactively monitoring customer health, and mitigating risk by orchestrating engagement activities through continuous relationship management.

The CSM has overall responsibility for the daily management of their assigned cloud customer accounts and requires CSMs to maintain a close working relationship with fellow SAP customer-facing teams.

Key tasks include, but are not limited to the following:

• Develop a trusted relationship with key stakeholders and decision makers from customers and SAP partners.
• Understand key elements of the customer's environment and Cloud strategy.
• Management of customers in SAP Cloud Solutions.
• Understand and respond to customer needs, bringing the customer value in the focus.
• Define and drive a targeted goal-based engagement plan (Success Plan).
• Provide expertise to customers' use of SAP Cloud solutions.
• Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
• Provide tailored Release Reviews to support customer to develop an appropriate strategy that maximizes feature adoption.
• Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborating with other departments as needed.
• Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc.
• Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.
• Monitor quality of work and identify opportunities for continual improvement.
• Note this is mainly a remote role; however, occasional customer visits can be considered (up to 40% on-site presence).

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations. You bring:

• Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
• Customer-facing experience is essential.
• Cloud mindset, and an understanding of Cloud deployments with SAP Activate methodology
• Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Excellent communication & presentation (soft) skills.
• Enthusiast, strong work ethic and a positive attitude.
• Business Level English language skills, written and verbal.

Graduate with a Bachelor's or Honours Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent.

3-5+ years' working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level.

Experience in any of the following is desired: SuccessFactors, other Cloud HR systems.

Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.

Experience in working in global/virtual teams is an advantage.

Experience in transferring knowledge to others (coaching & mentoring) is an advantage.

Knowledge of SAP Preferred Success and/or SAP Enterprise Support is an advantage.