Customer Success Manager

**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.

**YOUR FUTURE ROLE**
The Specialized Customer Success Manager (f/m/d) (S-CSM) works in a team of Customer Success Managers (CSM) to guide our Digital Supply Chain customers through their journey with our solutions. The S-CSM ensures that customer satisfaction, retention, renewals, references, and upsells/cross-sells for Cloud products within the CSM’s own Digital Supply Chain customer portfolio are achieved. They achieve this by building strong relationships with the customers and helping them maximize the value of their partnership with SAP.

Tasks and responsibilities:

- Defines the go-to-market and engagement strategy for their defined customer base, including how much time and focus on spending per customer, managing target accounts objectives, with a strong focus on retention risk.
- The CSM manages the renewal cycle across customers in her/his portfolio with a strong focus on Churn Mitigation. The CSM is accountable for ensuring the visibility of renewal data (UfR, Chance of Success, and forecast R/R) in collaboration with the CSM Manager and CRC.
- The CSM manages the upsell outlook for renewal and replacement-based upsell opportunities. Sets realistic stretch targets for upselling and cross-selling within their customer base.
- Engages as the trusted advisor on the CSM’s accounts to develop trusting and deep relationships with customer stakeholders.
- Identifies the critical customer accounts within their portfolio, ensures CSM account oversight and accountability, and utilizes proper escalation channels to senior management as required.
- Establishes programs to improve customer satisfaction over baseline across customers within their defined portfolio.
- Works with Product Marketing to ensure audience engagement sessions take place frequently in the territory and are communicated to customers.
- Establishes realistic stretch targets for customer references within the defined customer base. Supports other CSMs in their territory to identify target references and pushes for reference stories across accounts.
- Drives integration across the S/4HANA Solution Area, expanding own capabilities from DSC focus towards the S/4 and HEC specialized areas
- Collaborates with peers in the S/4HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers.

**YOUR PROFILE**
- Minumum: A bachelor's degree in business, economics, or other related fields.
- 3+ years’ experience in the following areas: Sales, Pre-Sales, Services, or Solution/Product Management.
- 1+ years of overall Supply Chain Management experience is a plus.
- First Customer Engagement experience, incl. territory plan development, target setting, escalation management, and people management.
- Good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing.
- Excellent communication and presentation skills in **German** and **English** language skills, written and spoken, are a must.

The salary, exceeding the collective agreement, starts at a gross amount of €47.000 (excluding bonus) and varies according to individual qualifications and work experience.

**Bring out your best**

**We win with inclusion**

**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.

Requisition ID: 413163 | Work Area: Sales | Expected Travel: 0 - 50% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.