Solution Customer Success Manager – Customer Experience – RI

Requisition ID: 414170

Work Area: Sales

Expected Travel: 0 – 30%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T3

Hiring Manager: Gina Moltyaner 

Recruiter Name: Candie Croyts

Additional Locations: 

Job Title: Solution Customer Success Manager, Customer Experience – RI

What you’ll do:

As a Solution Customer Success Manager (S-CSM) supporting our Customer Experience (CX) business in our Regulated Industries vertical, you will act as a trusted advisor, maximizing customer lifetime value by delivering solution area expertise to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of solutions.

• Build deep executive relationships and earn trusted advisor status with customers
• Identify new opportunities for customers to leverage new or expanded SAP solutions
• Mitigate churn and manage renewals of SAP solutions/services
• Identify sales leads and support sales in expansion and upsell efforts
• Manage through crisis and de-escalate customer situations
• Drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions

What you bring:

• Strong executive presence and relationship building skills
• Deep knowledge of business models, strategies, and line of business processes
• Proven ability to handle difficult customer situations and discuss complex issues with customer executives
• Experience with cloud software solutions and delivery models
• Expert level buying center/Customer Experience (CX) domain expertise
• Understanding of Regulated Industries a plus
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of SAP solutions portfolio and the business processes they enable
• Some technical understanding of Customer Experience (CX) software to address technical issues with customers
• Bachelor’s degree or equivalent required
• Experience in business software Customer Experience (CX) preferred
• Knowledge of SAAS and IAAS processes
• Strong program/project management and governance skills
• Expert commercial/deal support skills
• Relationship-driven mindset with excellent verbal and non-verbal communication skills
• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.

Meet your team:

You will work closely with SAP MU leadership, account teams, industry teams, and solution management organization. You will also coordinate internal SAP and partner resources to ensure value delivery.

SAP’S DIVERSITY COMMITMENT 

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company. SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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: [email protected].

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.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, 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 132000 – 224400(USD) 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.

Nearest Major Market: Philadelphia

Job Segment: ERP, SAP, Cloud, Equity, Technology, Customer Service, Finance

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