We help the world run better
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.
What you'll do
The Customer Success Manager for Supply Chain Management (SCM) is responsible for increasing customer adoption &consumption of Supply Chain Management Cloud solutions, safeguarding renewals and driving incremental customer value in the Americas region. This individual will need to champion skills development of the Customer Success Management (CSM) team, build a network of experts across the company that can help the team, and act as an executive contact at a subset of strategic accounts and well as SPOC for any region-specific topics related to Supply Chain Customer Success.
The CSM Manager for SCM is responsible for delivering business results through customer management and engagement over the life cycle of SAP's relationship with SCM Cloud customers. The focus of the CSM Head is to drive customer success within a geographic region or strategic industry, working cross-functionally across the commercial organization (Sales, Support, Product Management, Education, and Services Delivery) to insure the adoption of our SCM solutions. This individual leads and manages a portfolio of customers and a team of CSMs by market unit to implement, expand and scale business operations to:
Expand solution adoption and utilization as measured by the user base and orders
Improve customer retention and reference-ability by delivering region or industry target rates for Contract Renewal
Support regional business development initiatives, working with Sales, Marketing, Eco Systems teams to expand market and customer awareness of related SCM Cloud Solutions.
Partner with the regional leadership across CS&D, Sales, Delivery, and Product & Innovation teams to drive customer adoption, customer satisfaction, and expansion across all SCM customers in line with our V2V model.
Maintain executive-level contact with top Customers and lead/ manage thought leadership mechanisms with targeted customers
Provide operational oversight into Account Management, including Customer Reviews, Solution Renewals/Expansions, and Customer Success programs
Work with your team and peers to analyze customer business and market trends to develop customized engagement strategies
Maximize the targeted customer's use of SCM solutions
Establish regional level operating goals and forecast against these goals
Provide feedback to your leadership regarding performance, product development needs, evolving strategy, and market and regional conditions affecting the business.
Assess the performance of the region to establish internal strengths and weaknesses, providing recommendations on the development of people, reengineering of business processes, alignment of technologies to suit developing business and customer needs, and realignment of strategy to achieve regional targets.
Demonstrate broad and deep knowledge of SCM Cloud solutions
Manage direct reports and support professional development
As the Customer Success Manager leader for the Americas, you are responsible for supporting the success of not only your team, but the success of all employees within the larger team you are a part of by helping to identify development opportunities and supporting team members to achieve their goals. You are expected to know about the members of your extended team and share insights with your peer Leads. Look for opportunities to coach and recognize employees directly and provide just-in-time feedback so that employees can reflect on your input immediately.
What you bring
Deep knowledge of the SCM Portfolio
Experience with LACE, V2V and especially in the post-sales commercial environment
Deep knowledge of Renewals Management Business (incl. key processes around Forecasting, Contracting, etc.)
Proven ability to identify specific customer opportunities and convert them into Customer strategic plans
Proven leadership and management skills
Demonstrated experience in managing highly complex situations (incl. escalations), internally and with customers
Business knowledge of the SaaS markets, including deep knowledge of SAPs offerings in market today. Competitive knowledge of SaaS solutions
Experience in program management and client management
Willingness to travel
University degree, MBA will be an asset
Experience in a complex matrix organization
Experience with cloud solutions
10 years of overall work experience, specifically in the areas of:
People Management
Account Management
ERP and Cloud solutions
Organizational Matrix management (support, education, consulting, product management, 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 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.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program (https://one.int.sap/me@sap/jobs\and\hiring/employee_referral/region/0000/lang/en) , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
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.
Compensation Range Transparency : 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 $271,800 - $462,100 USD. 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: SAP North America Benefits (https://www.sapnorthamericabenefits.com/en/public/welcome) .
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process (https://jobs.sap.com/content/Ethical\usage\of\AI\in\the\recruiting\process/?locale=en\US) .
Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 433900 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 20% | Career Status: Executive | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
