SAP NS2 Customer Success Manager

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SAP NS2 Customer Success Manager

 

COMPANY DESCRIPTION

Clients across the national security community count on SAP NS2® to deliver solutions when security is paramount, when the stakes are high, and when the volume and scale of data are too great to be left to chance. Our unique combination of startup agility and global stability enables SAP NS2 to give our clients a competitive edge.

 

Must be a U.S. Person; NS2 does not offer Visa sponsorship for this role.

 

 POSITION SUMMARY

The Customer Success Manager is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals.

 

EXPECTATIONS AND TASKS

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation.  You delight in exceeding customer expectations. 

Key tasks include but are not limited to the following:

• Leverage NS2 tools, services, methodologies and best practices to ensure customers’ success
• Understand and explain features and benefits of the product line as it relates to customer needs
• Build trusted relationships with internal stakeholders within Operations, Product Strategy, Support, and Account Management

• Coordinate regular cadence with key Account Management staff to support customers and ensure open lines of communication
• Devise engagement plans that consider customer’s business challenges/goals and map solutions for these to the appropriate program features
• Understand the customer’s technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process.
• Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. 
• Act as a de-escalation Liaison during Production Down or Go-Live situations collaborating with Frontline Support or the Operation Support Services, the customer, and any other stakeholders involved

• Work with NS2 Operations, Support, Project Managers, and Security Teams, when needed
• Facilitate successful on-boarding of Net New customers
• Drive retention and renewals by delivering valued and high-quality customer engagements
• Ensure that specific contractual deliverables are met 

• Participation &/or leading strategic projects

 

 EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Ability to communicate and present effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Project Management experience is an advantage
• Bachelor’s degree + 5-8 years experience BS + 5-8 years exp. Or MS + 3 - 6 years exp; years of experience can be in lieu of a degree

 

WORK EXPERIENCE

• 3-5+ years’ working experience with proven ability in a customer-facing role to work with customers on project and senior management level
• Experience working in global / virtual teams is an advantage
• Experience and/or acumen of the following technologies and solutions:
  SAP Cloud Solutions, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software
• Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements

Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect th