Solution Customer Success Manager - Customer Experience - Canada

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

OVERVIEW:

Solution Customer Success Manager (S-CSMs) manage assigned cloud customer accounts daily, including account management strategies, developing and managing engagement and expansion plans, and orchestrating Customer Success services to ensure consumption and product usage growth within assigned customers. This position's focus is to maximize the value for customers of their investments in SAP CX cloud products and promote revenue growth and protection.

The S-CSM CX role is a specialist role within the Customer Experience (CX) domain. Its responsibility is to be the primary point of contact for our customers' stakeholders, including IT organizations and stakeholders from multiple levels within our customers' organizations (from administrators and practitioners to the C-Suite). Further outlining that you own and develop both tactical & strategic customer relationships for a defined number of key customers in North America (NA). You will enhance the customer outreach in a manner that ensures customer retention and high renewal rates. You will be required to plan and coordinate adoption and expansion activities by prioritizing and managing all business processes to ensure operational excellence. A strong focus on customer satisfaction will furthermore allow you to continuously grow your reference customer base.

WHAT YOU'LL DO:

S-CSMs enable their customers' long-term success through multiple account management avenues. These are some of the core account management practices utilized.

• Working with customers to develop their roadmaps to improve consumption and maximize the value of the customer's subscriptions
• Providing leading practice advice and guidance to customers for operating their SAP CX cloud solutions
• Understanding customers' business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunities
• Developing and executing a proactive "customer first" renewal and expansion plan in conjunction with other internal SAP account team members
• Utilize commercial and business acumen for commercial queries, ensuring licensing compliance and optimized contractual opportunities
• Identifying upsell and cross-sell opportunities, while leveraging the entire VAT for added collaboration, insight and/or guidance
• Understanding and leveraging Customer Success services to drive maximum value to customers
• Increasing the number of CX referenceable touchpoints in your assigned portfolio
• Working with customer(s) to join the Customer Reference program and helping to create assets in relation to their CX journey
• Educating customers on business relevant resources and tools such as the support portal, community events, industry insights, key events etc.
• Planning and orchestration of Preferred Success Services to support customer value realization
• Coordinating and leading regular governance calls with customers, third-party partners, and SAP account team members
• Build trusted relationships with customers and internal teams through proactive engagement and by delivering consistent experiences
• Administrative accountabilities tied to measuring customer success metrics, account management, renewals, and system data hygiene
• Escalation and advocacy role for your assigned accounts to drive positive customer outcomes along with referenceable brand ambassadors of SAP
• Special projects and workstream initiatives

WHAT YOU BRING:

• Strong commercial acumen that includes lead generation and renewal management
• 5+ years of experience managing customer engagements or other customer-facing experience is highly preferred
• A self‐starter with a tenacious spirit and the ability to stay organized while managing multiple priorities
• Aptitude for creative/innovative/forward thinking and analysis
• Problem solver with the capacity to work independently to solve challenges
• Strong oral and written communication skills with the ability to credibly present and communicate recommendations to senior leadership and decision-makers
• Experience in SAP Customer Experience
• Experience developing account management plans and ability to collaborate and navigate across a complex and matrixed organization
• Growth mindset with a positive attitude and openness to learning
• Technical aptitude preferred but not required
• Background managing and using tools that track and analyze customer behavior, realization, and utilization (Totango, Salesforce, etc.)

Bring out your best

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.

We win with inclusion

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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 112,400 - 242,100 CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: www.SAPNorthAmericaBenefits.com.

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

Requisition ID: 411897 | Work Area: Sales | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Job Segment: Cloud, ERP, Pre-Sales, SAP, Technology, Sales, Customer Service