SAP Customer Success Manager - North America Late Shift 

Ireland, Galway City 

744195378

What you’ll do:

Key tasks of this role:

• Develop a trusted relationship with key stakeholders and decision makers
• Understand and respond to customer needs bringing the customers value in to focus.
• Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Success scorecard.
• Provide expertise to customers’ use of SAP Cloud solutions, focusing on SAP Cloud solutions.
• Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
• Provide personalized Quarterly Release Review & Continuous Trend analysis for Risk mitigation to support customer to develop an appropriate strategy that maximizes adoption
• Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.

What you bring:

You have a proven record of successful account management, a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations.

• Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers
• An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or Hybrid
• Knowledge of SAP Preferred Success & Cloud Solutions and the included service offerings is an advantage
• Ability to deliver results under pressure, work independently and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Excellent communication, enthusiastic, strong work ethic and a positive attitude

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

• Bachelor or Honours Degree an advantage
• 3 years’ Customer Success Management or working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
• Experience in working in global / virtual teams is an advantage
• Work with customer assignments located in North America. This CSP position is required to align their daily shift pattern with local North America business hours Monday-Friday 3-11pm (Shift allowance allocated)

​