SAP Vice President of Customer Success HCM (West)

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 JOB DESCRIPTION

The Vice President of Customer Success is a leadership role responsible for delivering business results and driving revenue through customer management and engagement over the lifecycle of SAP’s relationship with the customer. The focus of the Vice President of Customer Success is to drive customer success within a geographic market unit working cross functionally across the commercial organization (Sales, Support and Services Delivery) to insure profitable adoption of our HCM line of business solutions.  This individual leads and manages a portfolio of customers and a team of Specialist Customer Success Managers (SCSMs) to help maximize customer lifetime business value with the HCM solutions.

Location: Candidates must be located in the West region of the US. This position requires a hybrid work arrangement, with regular in-person attendance at an SAP office.

• Drive and achieve revenue and business case goals defined in our contracts with customers within the term of the agreements
• Demonstrate strong business and commercial acumen in contract renewal, forecasting, budgeting, risk mitigation and churn avoidance
• Improve customer retention and reference-ability by delivering region and/or industry target rates for contract renewal
• Oversee the delivery of HCM Solutions within the West market unit
• Improve customer satisfaction over baseline as defined by SAP Net Promoter metrics
• Serve as a key member of the Customer Success leadership team with responsibilities for existing customer management and profitable revenue growth
• Support regional business development initiatives, working with Sales, Marketing, partner, and other ecosystem teams to expand market and customer awareness related to HCM solutions
• Identify, develop, and/or enhance the HCM line of business and SAP brand and value proposition within the region by providing strategic direction to the group and regional team with respect to all customer accounts
• Provide market unit leadership, operational credibility and visibility to all constituencies including internal SAP teams, partners, and the external community as appropriate
• Develop and maintain virtual and onsite executive level relationships at senior stakeholder levels and lead/manage thought leadership with targeted customers
• Provide operational oversight into account management including Relationship Assessments, Outcome Success Plans, Solution Renewals/Expansions fully leveraging the Customer Value Journey and the SAP systems that support them
• Work with direct reports and peer teams to analyze customer business and market trends to develop customized engagement strategies
• Provide direction to develop and maintain account and/or Success Plans, including renewals, customer profiles, targeted programs, application descriptions, and implementation forecasting, and other action items
• Help establish and support market unit level operating goals and forecast against these goals
• Promote and actively support the implementation of corporate policies related to company operations, financial performance, business growth, and human resource development  
• Provide feedback to leaders regarding team and company performance, product development needs, evolving strategy and market and regional conditions affecting the business
• Assess the performance of the market unit to establish internal strengths and identify weaknesses, providing recommendations on the development of people, reengineering of business processes, alignment of technologies to suit developing business and customer needs and realignment of strategy to achieve market unit targets
• Manage direct reports and support their professional development
• Oversee market unit administrative functions as appropriate

Work Experience:<