SAP Senior Customer Success Manager SAP Concur Regulated Industries 

United States, Virginia 

907072295

EXPECTATIONS & TASKS

• Customer Engagement & Relationship Management:
  • • Develop deep relationships with key customer decision-makers and executive sponsors.
    • Lead quarterly review meetings and assist with escalations and critical situations.
• Process Improvement & Cross-Functional Collaboration:
  • • Facilitate complex discussions and remove roadblocks among cross-functional teams.
    • Management of problem resolution & assist with escalations and management of critical situations.
• Effective Communication & Public Sector Expertise:
  • • Develop and deliver executive-level presentations, ensuring complex and dense materials are communicated clearly and effectively to leadership.
    • Understand and incorporate the nuances of Public Sector and Regulated Industries into the overall commercial domain.
    • Facilitate executive meetings that measure progress and business impact.
    • Remain knowledgeable on customer industry, strategy and market conditions.

EXPERIENCE & ROLE REQUIREMENTS

• Successful experience managing a large Regulated Industries & Public Sector clients with a high level of complexity, focus, and intensity.
• Proven experience working cross-functionally to establish productive internal partnerships with designated cross functional team members and being the leader of client strategy and success.
• A creative self-starter, with energy, drive and a critical thinking skillset able to make independent decisions while managing competing customer priorities and internal deliverables.
• Proven program management expertise and excellent problem-solving and communication skills.
• Possesses strong knowledge of best practices and leading business commerce enablement strategies specific to SAP Concur.
• Broad understanding of SAP solution portfolio and the business processes they enable.
• Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives.
• Expert governance and stakeholder management skills.
• Expert verbal/non-verbal communication, relationship building and executive presence skills.
• Experience consulting on complex global transformation programs and applying risk-mitigation strategies.
• Proficient in Salesforce and performance analysis tools.
• Ability to coach and mentor effectively.
• Expertise in process improvement and operational efficiencies within the public sector.
• Strong ability to develop and deliver executive-level presentations.
• In-depth understanding of the nuances of public sector and regulated industries and their integration into commercial operations (3-6 years experience).
• Experience driving customer value realization, renewals, expansions, and up-sells of subscription or perpetual license-based solutions.
• Broad understanding of SAP solution portfolio and the business processes they enable.
• Bachelor’s degree or equivalent required.
• Ability to travel up to 30-50%, as needed.
• 10 plus years of Customer Success, Account Management or Sales experience.

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