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
- 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
- Execute other duties and responsibilities as assigned
What you bring:
- 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 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