Specialist Customer Success Manager - Digital Supply Chain

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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 our 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 our customers and helping them maximize the value of their partnership with 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 a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. AEs, GAD, LoB 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

 

Build Account Relationships

· Develops trusting and deep relationship with customer stakeholders, by establishing 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 groups meetings take place frequently in the territory and are communicated to customers