SAP Solution Customer Success Manager 

Mexico, Mexico City 

410003779

Core Tasks:

• ​lead a team of Sol Area S-CSMs to develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance
• Build trusted relationships with customers in order to support value-based consumption focused activities
• Monitors SLA performance and maintain high level of customer satisfaction
• Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
• Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
• Act as primary point of escalation for customers account issues
• Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
• Identify opportunities at customer to grow SAP footprint through expansion of licenses or services​

Accountability

• manages a function or discrete business unit by integrating current and future customer needs, company's business strategic and financial objectives
• functional and business strategies and develops specific objectives for the sub function and develops policies/ procedures to support the functional infrastructure

Complexity

• is the link between the company's overall strategy and achieving business results
• realization of multiple high impact initiatives towards broad corporate goals

Experience

• deep managerial and regional skills necessary for management responsibility
• broad knowledge of all areas within particular corporate sub-function or a function within division
• acts on management responsibilities: create the future; build a team; develop people; manage performance
• country and regional directors require a strong industry knowledge in area of responsibility. Thorough understanding of markets and sales opportunities for SAP solutions

Communication

• builds and maintains strategic partnerships with key decision makers internally and in partner and customer organization, Represents SAP externally
• ensures understanding, trust and open cooperation on management level and below through effective and appropriate communication
• optimizes communication style according to different stakeholders, situation and media
• formulates clear management objectives and strategies and ensures understanding
• communicates unpleasant messages in a timely and constructive manner

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