Solution Specialist Customer Success Manager - HCM (West)

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POSITION:  Solutions Specialist Customer Success Manager - HCM

 

LOCATION:  West Region (must live within territory)

 

OVERVIEW:

Solution Specialist Customer Success Managers (S-CSMs) manage assigned cloud customer accounts daily, including account management strategies, developing and managing engagement and expansion plans, and orchestrating Customer Success services to ensure consumption and product usage growth within assigned customers. This position's focus is to maximize the value for customers of their investments in SAP HCM cloud product adoption, consumption, and promote revenue growth and protection.

The S-CSM HCM role is a specialist role within the Human Capital Management (HCM) domain. Its responsibility is to be the primary point of contact for our customers' HR stakeholders, including HR and IT organizations and stakeholders from multiple levels within our customers' organizations (from HR administrators and practitioners to the C-Suite). The S-CSM HCM role requires knowledge of SaaS and human resources practices. 

 

WHAT YOU'LL DO:

S-CSMs enable their customers' long-term success through multiple account management avenues. These are some of the core account management practices utilized:

• Working with customers to develop their roadmaps to improve adoption and consumption, and maximize the value of the customer's subscriptions
• Providing leading practice guidance to customers for operating their SAP HCM cloud solutions, and engaging experts from across SAP where appropriate
• Understanding customers' business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunities
• Facilitating, developing, and executing a proactive and collaborative renewal and expansion plan in conjunction with other internal SAP account team members
• Utilize commercial and business acumen for commercial queries, ensuring licensing compliance and optimized contractual opportunities
• Proactively engage with customers to promote revenue growth and increased cloud subscriptions across the SAP cloud portfolio 
• Facilitate and execute Customer Success Services to drive maximum value to customers
• Planning and orchestration of Preferred Success Services to support customer value realization
• Coordinating and leading regular governance calls with customers, third-party partners, and SAP account team members
• Build trusted relationships with customers and internal teams through proactive engagement and by delivering consistent high touch experiences
• Administrative accountabilities tied to measuring customer success metrics, account management, renewals, and system data hygiene
• Escalation and advocacy to drive positive customer outcomes
• Promote and expand our customer reference portfolio and increase referenceable brand ambassadors of SAP
• Special projects and workstream initiatives as assigned 

 

WHAT YOU BRING:

• • 5+ years strong, demonstrated commercial acumen that includes lead generation and renewal management, whether in a Sales or revenue-generation capacity
  • 10+ years of experience managing customer engagements or other customer-facing experience is highly preferred
  • A self‐starter with a tenacious spirit and the ability to stay organized while managing multiple priorities 
  • Problem solver with the capacity to work independently to solve challenges 
  • Executive presence with strong oral and written communication skills, with the ability to credibly present and communicate recommendations to senior leadership and decision-