Solution Customer Success Manager – Customer Experience (CX) – Northeast

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.

Must be in the Northeast region

What you’ll do:

As a Solution Customer Success Manager (S-CSM), 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. S-CSM 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).

• 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 solution.
• Providing leading practice advice and guidance to customers for operating their SAP CX cloud solutions

What you bring:

• 5+ years of experience managing customer engagements or other customer-facing experience is highly preferred
• Experience in SAP Customer Experience
• 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/Lines of Business domain expertise
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of SAP solutions portfolio and the business processes they enable
• Bachelor’s degree or equivalent required
• Experience in business software
• 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.
• 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.

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

Requisition ID: 427434 Work Area: Sales Expected Travel: 0 – 30% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.

Nearest Major Market: Manhattan

Nearest Secondary Market: New York City

Job Segment: ERP, Cloud, Database, Project Manager, Technology, Customer Service

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