SAP Customer Success Manager CSM - SAP Academy Hybrid 

Spain, Community of Madrid, Madrid 

799118412

Who you’ll become

Once you've successfully completed the SAP Academy program, you'll embark on one of two exciting career paths:

• Specialist Customer Success Manager (S-CSM) (f/m/d) works directly with customers to guide them through their business journey with our solutions. The S-CSM works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within their assigned solution portfolio. The S-CSM oversees key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement. The S-CSM is expected to serve as the strategic point of contact for the customer within the assigned solution portfolio and to leverage appropriate resources across SAP functions to maintain overall customer health.

• Enterprise Customer Success Manager (E-CSM) (f/m/d) is the customer’s advisor on SAP business capabilities and benefits, driving the end-to-end (E2E) customer journey, from discovery to value realization, focusing on adoption and consumption. The E-CSM serves as the strategic point of contact for the customer and helps define and drive customer transformation and successful business outcomes.   They will orchestrate the broader account team members and the partner ecosystem to deliver the intelligent enterprise.

Your responsibilities will include:

• Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with your CSM team, that enhances your support into the CSM role, a critical customer facing function within our dynamic Customer Success board area.

• Immerse yourself in multi-dimensional, experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process.

• E-CSM: Enhance skills in advising complex, global transformations and driving customer outcomes, renewals, expansions, and upsells.

• S-CSM: Enhance skills around your solution portfolio, managing customer retention, and driving value realization.

• Receive onboarding in your local market with on-the-job training and mentoring by a senior CSM professional in the field. You will have the opportunity to work both behind the scenes and directly with customers.

What you’ll bring

• 2-5 years’ work experience with a proven record of supporting customers and business transformation, preferably from consulting, sales and/or account management, or Business roles (e.g., Finance, Operations, Supply Chain) that include resolution and escalation management.

• Experience advising or driving complex global transformations.

• Strong communication skills including fluency in English and Spanish, other local languages are a plus.

• Proficient interpersonal skills including curiosity, effective listening skills, professional presence, empathy and “can-get-it-done" mentality.

• Demonstrated ability to collaborate across diverse stakeholders and business functions in a complex environment.

• Strong Business Acumen including demonstrated knowledge of business processes and/or industries.

We are planning a practical and immersive portion of our program, which will have participants spend between 4 and 6 weeks, spread across two trips, in San Ramon, California. This experience is designed to provide unparalleled hands-on learning and networking opportunities. *Please note that this is still in the planning phase, and the final decision will be confirmed by the first quarter of 2025. We will ensure that this information is communicated promptly and that sufficient time is provided for necessary preparations.

During these intensive phases of the program, it is critical that all participants are fully engaged and present to ensure maximum learning and success. As such, vacation will not be approved from March 1, 2025, to May 30, 2025, and then again from August 11, 2025, to October 17, 2025. *Dates are subject to change as planning is finalized.