SAP Regional Head Customer Success Management - Southern Europe & f/m/d 

Argentina, Autonomous City of Buenos Aires, Buenos Aires 

326067228

What you'll do:

• Owns strategy execution in the market units accountable for achieving key KPIs, team management and coordination, customer escalation and QBR management
• KPIs and success criteria: BTM solution consumption, renewals and expansion targets
• Accurate forecasting of the renewal and churn rates across strategic and digital
• People objectives: ensure specialised expertise, team development and progression
• Create engaging and value adding customer communities in your region
• Drive and facilitate extended team collaboration across sales, post-sales, marketing, services, product and partner managers to empower your team drive customer value
• Build deep relationships with selected customers and act as executive sponsor
• Support team in upskilling and deploying Value identification and realisation methodology cross all selected customers
• Ensure strategies and plans are in place to mitigate customer churn/achieve expansion
• Lead and support a team of CSMs through organisational change after a recent LeanIX acquisition: help expand their network, build bridges to stakeholders

What you bring:

• Customer Value First mindset and thought leadership
• Strong leadership, accountability, proactivity and collaboration mindset;
• Executive presence and relationship building skills
• Experience and passion for managing high performing teams, talent development
• Proven ability to handle difficult customer situations, resolve complex issues
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of SAAS, experience with cloud software solutions and delivery models
• Strong analytical, coaching and communication skills
• Expert negotiation support skills
• Relationship-driven mindset, excellent verbal and non-verbal communication skills