Creates and maintain a comprehensive view of their territory. They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
Leverages system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew
Develops and implements account strategies and implementation plans for emerging and renewal customers Responsible for developing long term success plans and roadmaps that lead to continued adoption, consumption, and expansion within the DSC solution portfolio.
Build Account Relationships
Develops trusting and deep relationships with customer stakeholders, by establishing a regular cadence of interactions
Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)
Works with marketing to ensure customer group meetings take place frequently in the territory and are communicated to customers
Nurture References
Drives customer references; pushes for reference stories across accounts
Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account
Drive Value Realization
Manages the renewal processes through qualification, needs analysis, commercial negotiation and close
Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc. Manage Retention
The SCSM manages the renewal cycle for their customers in tight collaboration with the CRS.
The SCSM is accountable for engagement with the customer, account team and other commercial stakeholders.
Upselling/Cross-selling
Provide sales teams with information about potential opportunities for license sales within and outside of the DSC portfolio
What you bring
5+ years’ experience in Sales, Pre-Sales, Services or Solution/Product Management
Project management experience, including business process transformation and re-engineering
Experience managing complex customer engagements
Customer relationship management, sales, and sales team expertise in license or services domain
Commercial experience, incl. developing account management plans and contract negotiations
Line of Business experience in Supply Chain, Asset Management, Manufacturing, Warehouse Management, or Transportation Management
Multilingual capability is an advantage depending upon region (minimum is local language + English)
Bachelor equivalent: Required
MBA or related post-bachelor qualification is preferred
Travel expectation is up to 40% of time on-site with customers