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SAP Enterprise Customer Success Manager 
Canada, Ontario, Toronto 
416064516

23.09.2024

What you'll do:

We are seeking an Enterprise Customer Success Manager (E-CSM) with a deep understanding of business and financial fundamentals, SAP solutions, and customer engagement and value realization. The ideal candidate will have a proven track record of driving customer value, business outcomes and satisfaction, as well as leading complex global transformation programs.

  • Research and share the external view of the customer with the SAP team as customer advocate within SAP
  • Influence, persuade, and engage with customer and internal stakeholders around key customer success best practices, including value management, adoption management, adoption planning and success planning
  • Clearly link the value and potential of SAP solutions with customer business objectives and value-based outcomes
  • Analyze complex situations and develop long-term plans to achieve specific goals, aligned with SAP and with the customer
  • Engage executive and board sponsors proactively in your account
  • Utilize executive presence, business acumen, and strategic thinking to positively influence internal and customer executives and decision makers
  • Influence SAP sales teams and leaders to pursue deals strategically to build long-term customer value and strong customer relationships
  • Collaborate on end-to-end engagements to ensure adoption, consumption and renewal are achieved, while mitigating churn risks
  • Exhibit key actions to guide customers to the Cloud
  • Utilize expertise in Cloud ERP functionality, Cloud ERP Framework, and 1CSW
  • Execute other duties and responsibilities as assigned

What you bring:

  • French-speaking preferred
  • 10+ years of experience in Sales or Consulting and/or Customer Success Management with complex business software / IT solutions
  • Strong knowledge of the complete SAP offering
  • Experience with long-term planning of resources, technology, and account structure
  • Knowledge of financial, competitive, and regulatory environment
  • Understanding of cloud and on-premise software solutions
  • Experience with complex global transformation programs and execution thereof
  • Ability to manage in highly complex organizations and apply risk-mitigation strategies
  • Proven ability to engage with key customer stakeholder in a manner that organically drives renewals, expansions, and up-sells of subscription or perpetual license-based solutions

Meet your team:

  • Identify, plan, and implement actions towards the long-term success and satisfaction of internal and external customers/stakeholders
  • Develop and expand executive relationships beyond CIO and IT including business unit decision makers

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Specific conditions may apply for roles in Vocational Training.