SAP Procurement Senior Customer Success Manager - West

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Job Title: SAP Procurement Senior Customer Success Manager – West

Location: Palo Alto, CA

 

What you'll do:

 

As a Solution Customer Success Manager (S-CSM), you will act as a trusted advisor, maximizing customer lifetime value by delivering solution area expertise to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of solutions.

 

Develop and implement account strategies and implementation plans for feature and nurture customers that further expand customer external labor programs  and identify new business opportunities within assigned accounts.  These plans should:

Build deep executive relationships and earn trusted advisor status with customers

Increase spend under management

Ensure rapid adoption and enablement of solutions that drive value for the customer

Expand business process automation across the specific Line of business applications

Increase the customer’s usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.

Identify new opportunities for customers to leverage new or expanded SAP solutions

Mitigate churn and manage renewals of SAP solutions/services

Identify sales leads and support sales in expansion and upsell efforts

Manage through crisis and de-escalate customer situations

Drive renewals, expansions, and up-sells of subscription license-based solutions

 

What you bring:

 

Strong executive presence and relationship building skills

Deep knowledge of business models, strategies, and line of business processes

Proven ability to handle difficult customer situations and discuss complex issues with customer executives

Experience with cloud software solutions and delivery models

Expert level buying center/Lines of Business domain expertise

Ability to apply risk-mitigation strategies to customer situations

Knowledge of SAP solutions portfolio and the business processes they enable

Some technical understanding for assigned solution area to address technical issues with customers

Bachelor's degree or equivalent required

Experience in business software

Knowledge of SAAS and IAAS processes