Specialist Customer Success Manager (SCSM)

September 18, 2024

SAP

Auckland City

FULL TIME

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.
The Specialist Customer Success Manager (SCSM) works directly with some of our biggest and most strategic Digital Supply Chain (DSC) customers to guide them through their journey with our solutions. The SCSM works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the DSC solutions portfolio. They achieve this by building strong relationships with some of our largest strategic customers and helping them maximize the value of their partnership with SAP. They should become the DSC Strategic Advisor for the customer leading creation of the long-term vision and roadmap for success for the customer and SAP.

The SCSM oversees key customer milestones throughout the customer lifecycle, from deal signature, through to system provisioning, monitoring implementation progress and business case achievement. The SCSM is expected to serve as the strategic point of contact for the customer and to leverage appropriate resources across SAP functions to maintain overall customer health.

The SCSM maintains and leads a working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. AEs, GAD, Lo B Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk and our ecosystem partners).

Territory Management

Creates and maintain a comprehensive view of their territory. They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
Leverages system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew
Develops and implements account strategies and implementation plans for emerging and renewal customers Responsible for developing long term success plans and roadmaps that lead to continued adoption, consumption, and expansion within the DSC solution portfolio.

Build Account Relationships

Develops trusting and deep relationships with customer stakeholders, by establishing a regular cadence of interactions
Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)
Works with marketing to ensure customer group meetings take place frequently in the territory and are communicated to customers

Nurture References

Drives customer references; pushes for reference stories across accounts
Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account

Drive Value Realization

Manages the renewal processes through qualification, needs analysis, commercial negotiation and close
Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc. Manage Retention
The SCSM manages the renewal cycle for their customers in tight collaboration with the CRS.
The SCSM is accountable for engagement with the customer, account team and other commercial stakeholders.

Upselling/Cross-selling

Provide sales teams with information about potential opportunities for license sales within and outside of the DSC portfolio

What you bring

5+ years’ experience in Sales, Pre-Sales, Services or Solution/Product Management
Project management experience, including business process transformation and re-engineering
Experience managing complex customer engagements
Customer relationship management, sales, and sales team expertise in license or services domain
Commercial experience, incl. developing account management plans and contract negotiations
Line of Business experience in Supply Chain, Asset Management, Manufacturing, Warehouse Management, or Transportation Management
Multilingual capability is an advantage depending upon region (minimum is local language + English)
Bachelor equivalent: Required
MBA or related post-bachelor qualification is preferred
Travel expectation is up to 40% of time on-site with customers

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: 404809 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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