SAP HCM Customer Success Manager Partner-Delivered Focus 

Germany, Baden-Württemberg 

244925423

Key Responsibilities

1. Relationship Building and Partner Engagement Strategy

• Build trusted relationships with key stakeholders at both customer organizations and SAP partners.

• Design and continuously refine engagement models for Indirect customers, leveraging global frameworks and resources in close collaboration with partners.

2. Partner Enablement and Collaboration

• Plan and execute enablement activities for strategic partners.

• Share Customer Success best practices and support partner-led customer engagements.

• Collaborate closely with partner teams, account executives, and sales to deliver maximum value to customers.

3. Customer Understanding and Business Strategy Execution

• Understand the customer’s business strategy and environment, and support the effective adoption of SAP SuccessFactors.

• Ensure consistent and value-driven engagement from onboarding through expansion and growth.

4. Value-Based Engagement and Adoption Enablement

• Create and execute Success Plans tailored to each customer's goals and circumstances.

• Promote scalable adoption through partner-led customer engagement initiatives.

5. Escalation Support

• Act as an escalation point when product-related incidents occur.

• Collaborate with SAP internal teams and partners to ensure timely and effective resolution of customer issues.

6. Self-Driven Professionalism

• Take ownership of partner engagement strategies, continuously developing your knowledge and capabilities.

• Collaborate with global and local teams to share best practices and learnings across the organization.

Knowledge, Skills, and Competencies

• Customer-centric mindset with experience working within a partner ecosystem.

• Solid understanding of customer lifecycle management in the context of cloud-based solutions.

• Experience in delivering services or enablement programs to/through partner organizations.

• Proven ability to collaborate across departments and influence stakeholders without direct authority.

• Strong communication and facilitation skills in both Japanese and English.

• Ability to manage multiple stakeholders including customers, partners, and internal teams.

Education and Work Experience

• Bachelor's or Master’s degree in Business, Information Technology, or a related field.

• 2–3+ years of customer-facing experience in Customer Success, Sales, Partner Enablement, or Consulting roles.

• Experience in working with partner ecosystems or reseller models is a strong advantage.

• Familiarity with SAP SuccessFactors and SAP BTP is a plus.

• Experience with SaaS-based customer engagement or program design is also a plus.