SAP America: Senior Solution Customer Success Manager-Supply Chain Management

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Job Title: Solution Customer Success Manager-Supply Chain Management 

 

What you'll do: 

 

As a Supply Chain Solution Customer Success Manager (S-CSM), you will act as a trusted advisor, maximizing customer lifetime value by delivering Supply Chain expertise to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of SAP Supply Chain solutions. 

 

• Build deep executive relationships and earn trusted advisor status with customers 

• Identify new opportunities for customers to leverage new or expanded SAP solutions within and outside of the Supply Chain portfolio 

• 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 solutions 

 

What you bring: 

 

• 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 

• Line of Business experience in Supply Chain Planning, Asset Management, Manufacturing, Warehouse Management, Transportation Management, Product Lifecycle Management and Business Networks  

• Expert level buying center/Lines of Business domain expertise  

• Ability to apply risk-mitigation strategies to customer situations 

• Knowledge of SAP Supply Chain portfolio and the business processes they enable 

• Some technical understanding for assigned solution area to address technical issues with customers 

• 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. 

 

Meet your team: 

 

You will work closely with SAP MU leadership, account teams, industry teams, and solution management organization. You will also coordinate internal SAP and partner resources to ensure value delivery. 

 

Skills you’ll use: 

 

Professional Skills 

Business Acumen 

Complex Problem Solving 

Effective Communication 

Customer Orientation 

Establish Trust 

Influencing Skills 

 

Tech Industry  & SAP General Skills 

Key Performance Indicators (KPIs) 

Artificial Intelligence 

Software-as-a-Service 

Technology Innovation 

Supply Chain 

SAP Cloud Suite Portfolio 

RISE and GROW with SAP