Digital Customer Success Manager (DCSM) - Generalist NA - Midwest

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. 

About the Role

The SAP Cloud Success organization is aiming to create an industry-leading Digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance from SAP (via our Digital Customer Success Managers) to our customers. DCSMs will use a low touch/virtual engagement approach in order to provide an excellent customer experience across a large portfolio of customers (80-100). 

The objective of this function will be to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business.

Further responsibilities:       

• Onboard New customers
• Conduct virtual onboarding sessions and regular check-ins during the implementation phase
• Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices
• Assist customers in case of showstoppers and roadblocks
• Drive customer adoption and respond to risk scenarios
• Engage 1:1 with priority customers as well as execute 1:many initiatives to drive customer outcomes at scale
• Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources
• Identify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practices
• Act as trusted advisor and be first point of contact for non-technical inquiries
• Build and leverage a network of key internal stakeholders from different functions that can support customer success
• Analyze and interpreting customer data to prioritize customer engagements
• Contribute to improve overall customer satisfaction & accelerate SAP’s reference pipeline

Requirements:

• Location: North America
• Experience in a client facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management or Consulting
• Previous experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Supply Chain Management, Human Experience Management, Customer Experience, or FSM would be a plus
• Experience managing high volume of customer engagements
• Proven experience working with diverse, cross functional teams, both virtually and globally
• Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment
• Strong orientation towards teamwork and collaboration
• Strong interpersonal skills which aid to build relationships externally and internally 
• Creative problem solving under pressure when working through customer issues
• Excellent listening, written and oral communication skills

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the s