SAP
Job Description:
The Customer Success Manager is a client-facing role, ensuring customer success by delivering ongoing guidance around the overall cloud business strategy, SAP’s Digital Supply Chain solutions and transformation topics after the sales cycle has completed. The role focuses on executive relationship-building and establishment of proactive success plans that in turn promote overall customer satisfaction, product adoption and ultimately subscription renewals. The role manages diverse, high profile customers and/or key accounts in close collaboration with the respective account team.
Job Responsibilities:
- Proactive and reactive response to Early Warning System alerts for adoption and support derailers
- Work remotely (and onsite when required) with customer and required stakeholders in parallel to set up support, collaboration and governance as per SAP’s best practices
- Work in collaboration with SAP account team to deliver business reviews (quarterly) articulating value & impact of Preferred Success
- Orchestrate top issue management and provide trend analysis for proactive risk mitigation
- Plan and manage the delivery of relevant proactive success checks and enablement offerings as part of the customer success plan
- Enable key customer stakeholders by providing guidance on the appropriate SAP best practices
- Drive Customer Success Management onsite for key SAP Cloud customers across all cloud solutions
- Drive close collaboration with implementation partner and/or SAP consulting during the launch phase to facilitate successful handover
- Provide Quarterly Release Review to support customer to develop an appropriate strategy that minimizes risks on existing solution and assists in maximizing feature adoption
- Define and drive execution of a targeted outcome-based customer success plan to support key business goals and milestones (e.g. solution rollout and cycle planning)
- Own & manage outcomes-based customer success plan to track goal achievement
- Work as part of wider CS EMEA team to share best practices & knowledge
- Facilitate access to product and functional expertise for relevant topics & themes
- Partial on-site presence with customers required, with local travel expectations up to 75% (customers will be assigned based on your home location)
Job Requirements:
Qualification & Experience:
- Enthusiast, strong work ethic and a positive attitude
- Specific expertise in the Qualtrics solution
- Strong knowledge of SAP cloud-based products
- You delight in exceeding customer expectations
- Additional languages are an advantage
- You are highly customer focused, a proactive learner and you are passionate about the impact of true customer success
- Ability to learn and assimilate information quickly
- Excellent English language skills, written and verbal
- Articulate the positive impact of outcomes-based approach to customer success
- Line of Business knowledge in Experience Management Software
- 5+ years working experience with proven track record of successfully leading top customer engagements
- Bachelor’s degree with MS or MBA preferred
- Customer orientation with focus on high quality
- Excellent executive-level communication, presentation and interpersonal skills
Job Details:
Company: SAP
Vacancy Type: Full Time
Job Location: Bristol, GB
Application Deadline: N/A
