Customer Success Senior Onboarding Manager - Signavio (m/f/d)

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

 

What you’ll build

As a Customer Success Onboarding Manager, you will be responsible for ensuring the successful onboarding and adoption of SAP Signavio’s products and services. You will play a crucial role in building strong relationships with our valued customers, understanding their needs, and guiding them through a seamless onboarding process. Your primary goal is to facilitate customer success, drive product engagement, and foster long-term partnerships, while innovating new onboarding approaches to drive automatization and standardization. This role offers the opportunity to demonstrate leadership, mentor peers, and refine your unique talents in a dynamic, client-centric environment.

 

• Customer Onboarding: Define and lead the onboarding experience for new customers, ensuring a smooth and positive experience from contract signing to roll-out and initial usage.
• Trusted Advisor: Conduct in-depth consultations with customers to understand their unique business requirements, goals, and challenges, tailoring the onboarding journey to meet their specific needs.
• Innovate: Collaborate with Customer Success Engineering, Support, Professional Services, Sales, Marketing, and Product to drive onboarding standardization and automatization and reduce time-to-value (TTV).
• Customer Adoption and Engagement: Proactively monitor and analyze customer product usage and adoption patterns, identifying potential areas for improvement or increased engagement, and implementing strategies to drive customer success.
• Tooling: Work with state-of-the-art Customer Success tools (Gainsight, Salesforce) backed by a dedicated Customer Success Operations team.

• Welcome to the team:  Collaborate closely with the SAP LeanIX Onboarding Team to identify and standardize the onboarding processes for SAP Signavio.

 

RESPONSIBILITIES:

• Define and lead the development of new onboarding processes and working with different departments to create a smooth onboarding experience
• Primary contact during initial onboarding of enterprise accounts
• Manage the overall customer relationship in close alignment with sales
• Accountable for Customer’s overall success, adoption of Signavio’s solution, customer health, and satisfaction
• Develop strategic relationships with key stakeholders to understand a customer's business and their goals and roadmaps. Lead executive sessions to maintain strategic alignment and achievement of goals pertaining to onboarding
• Interface between product management and the customer to drive product development
• Share insights about customer use cases and issues with Signavio strategists and Product Leadership
• Collaborate with Professional Services for customer enablement and deployments
• Leverage customer relationships for prospect references & Marketing stories.
• Manage customer escalations and prioritizations
• Identify commercial opportunities

What you bring:

• Business fluent in German & fluent in English 
• 5+ years of professional experience in Customer Success, or similar fields, preferably in SAP Signavio’s Business Process Management Software
• Exceptional project management skills with a track record of successfully managing multiple customer onboarding projects simultaneously
• Highly organized, adept at handling multiple priorities, and maintaining attention to detail
• Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups
• Adaptable to change and thrives in fast-paced, entrepreneurial environments
• Willingness to travel to build and maintain strong client relationships
• 3+ years working knowledge with Customer Success tools, e.g., Gainsight is a plus
• 4+ years experience in process management, process consulting
• Proven ability to collaborate, build strong relationships and lead the conversation from executive level down with customers and within Signavio
• Proven ability to engage across functions (Sales, Services & Product Management)
• Passion for cus