SAP Specialist Customer Success Manager - SCSM Procurement LAC North 

Colombia, Valle del Cauca, Cabecera Municipal Cartago 

630535963

• Understand customer needs, and how to leverage SAP Procurement solutions to address them.
• Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP Procurement investment.
• Consistently monitor account health, identify early warning signs for risk, and proactively address problems.

Effective Commercial Management

• Manage, track, and update account activities in terms of subscriptions, financial practices, contract terms, and product usage
• Retain current revenue footprint and look for expansion opportunities
• Work closely with administration and renewals to ensure renewal forecasts are executed on‐time.

• Develop trusting and deep relationship with multiple SAP-internal and customer stakeholders.
• Understand various levels of customer organization (C‐Level, System Admin/User, Buyers, Finance, IT, etc.)
• Advocate for and become voice of customer within SAP; understand competitive threats and utilize proper escalation channels to help customers during times of need.

• Drive customer references and business transformational stories across accounts.
• Establish success metrics, annual goals and key objectives agreed with the customer.

• Improve customer satisfaction over baseline as defined by SAP Net Promoter metrics for SAP Procurement

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Experienced in managing complex customer engagements
• Experienced in Procurement, Supply Chain, Supplier Management

• Commercial experience including experience developing account management plans
• A self‐starter, with energy, drive and the ability to manage multiple priorities. Experience acting as a trusted and strategic advisor to customers Strong knowledge of SaaS models and Cloud mindset.
• Strong ability to organize, prioritize and execute to meet your goals in time
• Capability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
• Strong oral and written communication skills with the ability to credibly present recommendations to senior management in the organization; proven capability to adapt communication style to fit geographically diverse styles.
• Ability to identify and understand the needs of the customers, hence leading up to an opportunity
• Capability to acquire a thorough knowledge of SAP products and eco-systems, and be able to communicate and demonstrate their value

Experience & Language Requirements

• 2+ years senior level experience desirable
• Ariba or Fieldglass experience is highly desirable
• Cloud/Procurement or Supply Chain experience is desirable
• Experience in a complex matrix organization
• Demonstrated experience identifying and successfully managing customer relationships, customer success management, and customer lifecycle management
• Strong analytical skills and ability to evaluate current customer operations in comparison to Cloud strategic objectives
• Proven ability to identify specific customer opportunities and convert them into customer strategic plans
• Knowledge of local and regional regulations is an advantage.
• Exposure to multicultural scenarios / international work experience
• Demonstrated ability to anticipate and solve problems, as well as navigate successfully through complex internal and customer environments
• Demonstrated ability to manage multiple tasks across functions
• Excellent listening, written and oral communication skills (English and Spanish / Portuguese is a plus)
• Willingness to travel

Education

• Bachelor equivalent: yes; MBA preferred

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Job Segment:Supply Chain Manager, Cloud, ERP, Supply Chain, Procurement, Operations, Technology