HCM Customer Success Manager (Partner-Delivered Customer Focus)

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.

本ポジションは、SAP SuccessFactorsをご利用中のお客様に対して、導入後のビジネス戦略や変革のご支援を行うカスタマーサクセスマネージャー（CSM）のロールです。お客様および社内の関係者と強固な信頼関係を構築し、常にお客様の成功を第一に考えた支援を提供します。

加えて、本ポジションでは、SAPのパートナー企業を通じて製品を購入・導入したお客様へのカスタマーサクセス支援を中心に担当いただきます（以下Indirectのお客様）。対象となる顧客セグメントに適したカスタマーサクセスのエンゲージメントモデルの確立を担い、主要パートナーの強化と支援を通じて、お客様の成功を実現していきます。

主な業務内容

1.関係構築とパートナーエンゲージメント戦略の策定

• お客様およびパートナー企業のキーステークホルダーとの信頼関係を構築
• Indirectのお客様向けに、グローバルのエンゲージメントモデルやリソースを活用しパートナー様を中心としたエンゲージメントモデルを構築・継続的に改善

2. パートナー支援と連携

• 主要パートナー向けのエネーブルメントの計画・実行
• カスタマーサクセスのベストプラクティスを共有し、パートナーによる顧客支援をサポート
• パートナー・営業・アカウントチームとの密な連携による顧客価値の最大化

3. お客様理解とビジネス戦略の実行支援

• お客様のビジネス戦略とビジネス環境を理解し、SAP SuccessFactorsの活用を支援
• オンボーディングから拡張フェーズまで一貫した価値提供を実現

4. 価値志向のエンゲージメントとアダプション促進

• お客様ごとの目的や状況に応じたSuccess Planの作成・実行
• パートナー主導のカスタマーエンゲージメントを実現し、効率的かつ広範なアダプション促進を支援

5.エスカレーション支援

• 製品インシデント発生時に、必要に応じてエスカレーションを実施
• SAP内およびパートナーとの連携によって、迅速かつ効果的な課題解決を推進

6. 自律的なプロフェッショナリズムの発揮

• パートナーエンゲージメント施策のリードを自ら担い、継続的に知識やスキルをアップデート
• グローバルや日本のチームと協力し、ベストプラクティスや経験を共有

必要なスキル・経験・コンピテンシー

• カスタマーセントリックマインドセットをお持ちで、パートナーエコシステムでの業務経験がある方
• クラウドソリューションにおけるカスタマーライフサイクルマネジメントの理解
• パートナー企業向けサービス提供やエネーブルメント経験
• 他部門との連携力およびリーダーシップを発揮することができる
• 日本語・英語での高いコミュニケーション・ファシリテーション能力
• 顧客・パートナー・社内を含む複数ステークホルダーの調整・推進経

応募資格・経験

• 学士号または修士号（ビジネス、IT関連分野）を有する方。
• カスタマーサクセス、営業、パートナーエネーブルメント、コンサルティングなど、顧客対応経験が2～3年以上
• パートナーエコシステムや再販モデルに関する経験があれば尚良し
• SAP SuccessFactorsやSAP BTPの知識・経験があれば尚良し
• SaaS領域におけるカスタマーエンゲージメントやプログラム設計の経験があれば尚良し

The HCM Customer Success Manager (CSM) plays a critical role in supporting customers using SAP SuccessFactors after the sales cycle has been completed. In this role, you will build strong and trusted relationships with customers and internal stakeholders, always working in the best interests of the customer to ensure ongoing business success and transformation.

This position specifically focuses on supporting customers who have purchased and implemented SAP solutions through our partner ecosystem (referred to here as “Indirect customers”). You will lead the development and execution of engagement models tailored to these customer segments, and work closely with key partners to enhance their capabilities and jointly drive customer success.

Key Responsibilities

1. Relationship Building and Partner Engagement Strategy

• Build trusted relationships with key stakeholders at both customer organizations and SAP partners.
• Design and continuously refine engagement models for Indirect customers, leveraging global frameworks and resources in close collaboration with partners.

2. Partner Enablement and Collaboration

• Plan and execute enablement activities for strategic partners.
• Share Customer Success best practices and support partner-led customer engagements.
• Collaborate closely with partner teams, account executives, and sales to deliver maximum value to customers.

3. Customer Understanding and Business Strategy Execution

• Understand the customer’s business strategy and environment, and support the effective adoption of SAP SuccessFactors.
• Ensure consistent and value-driven engagement from onboarding through expansion and growth.

4. Value-Based Engagement and Adoption Enablement

• Create and execute Success Plans tailored to each customer’s goals and circumstances.
• Promote scalable adoption through partner-led customer engagement initiatives.

5. Escalation Support

• Act as an escalation point when product-related incidents occur.
• Collaborate with SAP internal teams and partners to ensure timely and effective resolution of customer issues.

6. Self-Driven Professionalism

• Take ownership of partner engagement strategies, continuously developing your knowledge and capabilities.
• Collaborate with global and local teams to share best practices and learnings across the organization.

Knowledge, Skills, and Competencies

• Customer-centric mindset with experience working within a partner ecosystem.
• Solid understanding of customer lifecycle management in the context of cloud-based solutions.
• Experience in delivering services or enablement programs to/through partner organizations.
• Proven ability to collaborate across departments and influence stakeholders without direct authority.
• Strong communication and facilitation skills in both Japanese and English.
• Ability to manage multiple stakeholders including customers, partners, and internal teams.

Education and Work Experience

• Bachelor’s or Master’s degree in Business, Information Technology, or a related field.
• 2–3+ years of customer-facing experience in Customer Success, Sales, Partner Enablement, or Consulting roles.
• Experience in working with partner ecosystems or reseller models is a strong advantage.
• Familiarity with SAP SuccessFactors and SAP BTP is a plus.
• Experience with SaaS-based customer engagement or program design is also a plus.

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.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 430249 Work Area: Consulting and Professional Services Expected Travel: 0 – 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.

Job Segment: Cloud, ERP, SAP, Consulting, Technology, Customer Service

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