דרושים Customer Experience Content Specialist - ב-Sap ב-Japan, Ota

’ll become

Customer Success Manager (CSM) Responsibilities:

As a CSM within the SAP Academy for Customer Success, you will be responsible to:

• Successfully complete a 10-month learning-apply program that enhances your support into the CSM role, a critical customer facing function within our dynamic Customer Success board area.
• Immerse yourself in a multi-dimensional, experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process.
• Learn how to drive value across the customer lifecycle through solution adoption and ongoing renewals that foster account expansion.
• Receive onboarding in your local market with on-the-job training and mentoring by a senior CSM professional in the field. You will have the opportunity to work both behind the scenes and directly with customers.

’ll bring

• 2-3 years’ work experience with a proven record of supporting customers and business transformation, preferably from consulting, sales and/or account management that include resolution and escalation management.
• Role Specific Skills: customer value proposition, customer success management, technology solution adoption, customer engagement, relationship building.
• Foundational Skills

There is a high likelihood a portion (4-6 weeks) of the program will be held in San Ramon, California in late Q3 of 2026. This decision will be made in Q1 2026.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Career Level: T2

Hiring Manager: Hedda Samia

Recruiter Name: Shotaku Ono

Who you’ll become

The Sales

As a Sales Account Executive within the SAP Academy for Customer Success, you will be responsible for the following:

• Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with your sales team, that enhances your support in the role and is a critical customer-facing function within our Customer Success Board Area.

• Immerse yourself in multi-dimensional, experiential learning focusing on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process.

• Learn how to drive value across the customer lifecycle through solution adoption and ongoing renewals that foster account expansion.

• Receive onboarding in your local market with on-the-job training and mentoring by a Senior Account Executive in the field. You will be able to work both behind the scenes and directly with customers.

What you’ll bring

• 2-3 years of work experience in a quota-carrying sales environment in a technology company OR in a role with significant exposure to business processes.

• Role Specific Skills: demand generation, Territory Management, deal qualification, customer relationship building and management, customer value proposition
• Foundational Skills：Complex problem solving, collaboration, creative thinking, customer focus, effective communication, emotional intelligence, learning agility, business acumen, artificial intelligence, resilience, English and Japanese language.

There is a high likelihood a portion (4-6 weeks) of the program will be held in San Ramon, California in late Q3 of 2026. This decision will be made in Q1 2026.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our

Please note that any violation of these guidelines may result in disqualification from the hiring process.

demand mode. This entry-level associate will also assist the regional teams with administrative responsibilities and tasks to further optimize the customer engagement, with the ultimate goal of retaining and expanding our customer base

Further responsibilities:

• Help customers on-demand with support and guidance with their SAP cloud products
• Orchestrate with internal stakeholders to help customer unlock value realization

• Utilize the customer success platform Gainsight to manage outreach, track engagement, and ensure timely follow-up with customers
• Drive or contribute to internal strategic projects aimed at scaling Digital Customer Success operations, optimizing processes, or enhancing tools and programs

• Proactively target customers to increase consumption and/or identify cross-sell and upsell opportunities
• Assist customers reactively with inbound inquiries
• Contribute to improve overall Net Promoter Score (NPS) & accelerate SAP’s reference pipeline.

Previous experience working with SAP cloud SaaS solutions like S4 Hana Cloud, Digital Supply Chain, Human Experience Management, Customer Experience, or Ariba would be a plus

Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment

Excellent listening, written and oral communication skills

This job requires bilingual language proficiency (English/German

As an EOS Execution Service Specialist - you are responsible for:

• Ensure the execution of planned changes requested by customers are completed as per the activity schedule, tracking, and achieving various ambitious service KPI and SLA’s.
• Immediate execution of customer service request which are critical during special phases of the customer life cycle.
• Quick responses during escalations, ensure no service requests are impacted in the delivery phase, identifying and driving initiatives to improve the customer operations.
• Analyse customer feedback on the service request execution quality and bring about changes in a more structured and time bound manner.
• Drive feedback relevant to procedure and process with relevant teams and drive it to completion.
• Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Enterprise Cloud Service units.
• Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
• Process improvement initiatives for daily operational activities
• Streamline standard operating procedures by focussing on automation enhancements.

What you bring

• Excellent hands-on experience in one of the areas like SAP Basis, Lifecycle events (Upgrades / Updates). Support Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage.
• Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
• Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support is preferred.
• Working knowledge on SAP Application Security, System Copies, DB export-import, and disaster recovery strategy, client administration is preferred.
• Experience in working with Linux pacemaker environment is added advantage.

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• 5 to 6 years of work experience as a Technical SAP NetWeaver Consultant (ABAP and Java Basis Administration)
• Working knowledge of Business Object Products (BOBI, BODS etc)
• Working knowledge in UNIX/Linux environment, HANA DB and Sybase ASE databases.
• Basic knowledge of Network and Storage
• Basic knowledge of one or more of the following products are preferred: Content Server, Convergent Charging, MDM, GK Software, OpenText, SAP Cloud Connector, TOMCAT, IDM, SCM Optimizer, SAP Mobile Platform, TREX, Business Connector
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
• Experience working in an international environment, being able to work effectively with international and virtual teams.
• Capable in technical documentation and creation of knowledge-based assets (KBAs)
• Ability to continuously acquire new knowledge proactively and independently.
• Analytical and solution-oriented thinking
• Exposure to the ITIL framework would be beneficial.
• Strong customer service focus with customer first Mindset.

We win with inclusion

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

What You’ll Do

As a Solution Advisor within the SAP Academy for Customer Success, you will be responsible to:

• Successfully complete a10-month program that strengthens a foundation for a successful customer-facing career at SAP.
• Participate in experiential learning opportunities with colleagues from all over the world andacquire a wide variety of business, industry and SAP solution skills while working with emerging and cutting-edge technologies.
• Receive on-the-job training under the mentorship of a senior Solution Advisor colleaguewhile working with our customers to gain real world experienceand acquire the

After successful completion of the program, you are expected to lead customer discovery sessions and survey activities to uncover business challenges and opportunities for innovation. You will

Solution areas focus:

What You Bring

• 2-3 years of professional experience with a strong foundation in technical and business processes, exposure to relevant technologies/ solutions, and customer-facing skills.
• Technical and business process knowledge, combined with strong complex problem-solving skills, to support solution delivery and operational efficiency through hands-on experience with relevant technologies and industry-standard tools.
• A cooperative and productive approach to working relationships, internally and externally.
• A strong ability to quickly learn new concepts, adapt to changing environments, and apply knowledge to deliver results.
• An understanding of AI fundamentals, uses, and ethics, to identify business problems solvable with AI.
• A resilient mindset, embracing challenges with optimism and consistently striving for growth and success.
• Strong Business Acumen, including demonstrated knowledge of business processes and/or industries.
• Proficiency in English to engage with our global network.

involve participants spending four (4) weeks, spread across two trips, in San Ramon, California. This experience is designed to provide unparalleled hands-on learning and networking opportunities. *Please note the in-person component is still in the planning phase, and the final decision will be confirmed by the first quarter of 2026. We will ensure that this information is communicated promptly, and that sufficient time is provided for necessary preparations.

During intensive phases of the program, it is critical that all participants are fully engaged and present to ensure maximum learning and success. As such, vacation will not be approved during some critical times of the program

Our inclusion promise

Successful candidates might be required to undergo a background verification with an external vendor.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our

Please note that any violation of these guidelines may result in disqualification from the hiring process.

カスタマーサクセスマネージャーは、SAPの顧客と連携し、購入済みソリューションおよびサクセスサービスの活用を通じて、価値実現を加速し、ビジネス成果の達成を確実にします。カスタマーサクセスマネージャーは、指定された顧客アカウントに対して、リソースの管理・調整、活動の実行（アカウント戦略の策定、成果達成計画の定義・実行［導入・活用］、アカウント関係管理、課題解決、エスカレーション対応、リード創出によるソリューションやサービスの拡大）を担います。

SAPのファイナンス＆支出管理ソリューション領域は、SAP Cloud ERP、CFOオフィス、調達、Concur、Fieldglass、Tauliaなどの市場をリードする製品群を統合し、Quote-to-Cash、Record-to-Report、Source-to-Payといったプロセス全体をカバーします。CFOの進化するニーズに応えるために設計されており、世界で最も俊敏な企業の財務・業務基盤を支えています。

SAP’s Finance & Spend Management solution area unites market-leading offerings—including SAP Cloud ERP, Office of the CFO, Procurement, Concur, Fieldglass, and Taulia—to deliver end-to-end capabilities across Quote-to-Cash, Record-to-Report, and Source-to-Pay processes. Purpose-built to serve the evolving needs of CFOs, this portfolio powers the financial and operational backbone of the world’s most agile enterprises.

• 顧客と積極的に関わり、SAPソリューションによる生涯価値と成功を実現します。この役割は、価値実現を加速し、重要な活動を調整し、顧客満足度と成長を促進し、解約リスクを最小化します。
• 顧客成果を推進するアカウント戦略・活用計画を策定・実行し、サブスクリプションの更新につなげます。
• 財務・調達分野の顧客経営層と信頼関係を築き、信頼されるアドバイザーとなります。
• データやツールを活用し、顧客のビジネス目標に基づく採用・活用活動を管理します（リレーションシップ評価、成果達成計画など）。
• 顧客アカウントの主要なエスカレーション窓口として対応します。
• コミュニティ連携や拡張機会の特定を通じて、ライセンスやサービスの拡大による継続的な価値と成長を推進します。

• Proactively engage with customers, ensuring they achieve lifetime business value and success with their SAP solutions. This role accelerates value attainment and orchestrates critical activities, fostering customer satisfaction and growth while minimizing churn risk.
• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions.
• Build trusted executive relationships and earn trusted advisor status with customers in finance and procurement domains
• Leverage data & tools to track and manage targeted adoption and consumption activities leveraging customer business objectives, including Relationship Assessments and Outcome Success Plans
• Act as primary point of escalation for customers account issues
• Facilitate community connections and identify expansion opportunities at customer to drive ongoing value and growth SAP footprint through expansion of licenses or services

• 営業、プリセールス、サービス、ソリューション／プロダクトマネジメントで3年以上の経験
• クラウドソフトウェアソリューションおよび提供モデル（特にファイナンス・支出管理ソリューション）で5年以上の経験
• ファイナンス・支出管理のビジネスモデル、戦略、業務プロセスの知識・経験が望ましい
• 顧客の課題に対する対応力、経営層との課題ディスカッション経験
• 商談・契約支援スキル
• 関係構築志向、優れたコミュニケーション能力（口頭・非言語）
• サブスクリプションまたは永続ライセンス型ファイナンス・支出管理ソリューションの更新・拡張・アップセル経験
• 顧客状況に応じたリスク軽減戦略の適用能力
• 学士号または同等の資格必須、MBAまたは関連する修士号が望ましい
• 日本語ネイティブまたはそれに準ずるレベル、ビジネスレベルの英語力

• 3+ years’ experience in Sales, Pre-Sales, Services or Solution/Product Management
• 5+ years’ experience in with cloud software solutions and delivery models, specifically in finance and spend management solutions
• Experience and knowledge of finance and spend management business models, strategies, and line of business processes is preferred
• Responsible for delivery of outcomes of complex and innovative functional issues integrating client needs, strategic business goal of the function and financial objectives involved in directing the implementation and execution of functional business plans integrating functional and financial objectives
• Proven ability to handle difficult customer situations and discuss challenges with customer executives
• Commercial/deal support skills
• Relationship-driven mindset with excellent verbal and non-verbal communication skills
• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based finance and spend management solutions
• Ability to apply risk-mitigation strategies to customer situations
• Bachelor's degree or equivalent required
• MBA or related post-Bachelor qualification is preferred
• Native or near-native fluency in Japanese and business-level English

プロフェッショナルスキル

• ビジネス感覚
• 複雑な問題解決
• 効果的なコミュニケーション
• 顧客志向
• 信頼構築
• 影響力

一般スキル

• 主要業績指標（ KPI ）
• 人工知能（ AI ）
• SaaS （ソフトウェア・アズ・ア・サービス）
• 技術革新
• SAP クラウドスイートポートフォリオ
• クラウド ERP

ロール固有スキル

• カスタマーバリュージャーニー整合
• アカウントガバナンス
• アカウント戦略
• カスタマーサクセスマネジメント
• 顧客維持
• ソリューション導入戦略
• 顧客拡大
• 関係構築
• 技術ソリューション導入
• 異議対応
• ファイナンス・支出管理領域の専門性
• 調達プロセス最適化

Professional Skills

• Business Acumen
• Complex Problem Solving
• Effective Communication
• Customer Orientation
• Establish Trust
• Influencing Skills

Tech Industry & SAP General Skills

• Key Performance Indicators (KPIs)
• Artificial Intelligence
• Software-as-a-Service
• Technology Innovation
• SAP Cloud Suite Portfolio
• Cloud ERP

Role Specific Skills

• Customer Value Journey Alignment
• Account Governance
• Account Strategy
• Customer Success Management
• Customer Retention
• Solution Adoption Strategy
• Customer Expansion
• Relationship Building
• Technology Solution Adoption
• Overcoming Objections
• Finance and Spend Management Domain Expertise
• Procurement Process Optimizatio

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Senior Product Specialist

What you will do

Product Management is responsible for the success, quality, costs, and delivery of a product as defined in the product portfolio.

Functional hands-on

• Builds the product road map and corresponding usage plan.
• Develops and drives the product vision, the road map, and the corresponding usage plan.
• Makes decisions about in-house developments, purchases, or partnerships on product level.
• Ensures the product delivery:
• Prioritizes and describes the product backlog.
• Ensures the delivery of high-quality specifications according to customer and user requirements, to create a competitive advantage for SAP.
• Ensures the delivery of high-quality products under customer requirements, including the completion of expert tests and validation of the planned and implemented scope across the entire product lifecycle (including the product-related non-coded assets).
• Works in close collaboration with other teams, such as release management, production, and governance.
• Coordinates the gathering and integration of feedback from different stakeholders, especially from customers and Solution Management.
• Ensures the maintenance of the product up until a potential handover.
• contributes to efficiency, effectiveness, and process improvement.
• Technologies – SAP BTP, Gen AI Domain, Being part of the Gen AI revolution, knowing about the conversational experience. Having an understanding of SAP Systems like Success factors, S4.

Right attitude

• Team first attitude. Ensure we win together as a team. Work together with other scrum team developers, cross-functional and locational teams or cross lines of business. Remember you are building a solution for the entire suite of SAP applications.
• Processes are proven ways to meet the destination. Be serious about the Agile methodologies and live with it.
• Challenge the status quo. Always challenge the status quo. Always unlearn, relearn. Remember you will be working on cutting-edge technologies every day you see a revolution.
• The innovation mindset
• Utilize the hype around Gen AI, Business AI and Joule. You will be in the best place to work on cutting-edge technologies where things are rapidly evolving every day. Ensure you ride in the waves. Bring new ideas, concepts and prototypes in the cutting-edge technologies’ alignment with the strategy.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our

Please note that any violation of these guidelines may result in disqualification from the hiring process.