SAP HXM Customer Success Manager Advisor 

Japan, Ota 

914035936

Key tasks include but are not limited to the following:

• Relationship Building & Communication
  • Develop a trusted relationship with key stakeholders and decision-makers from customers and SAP partners.
  • Engage with customers through both Face-to-Face and text-based communications (e.g., emails, chats, virtual meetings) ensuring clear, timely, and effective information exchange.
  • Be proactive in dedicating time to build and nurture relationships with customers and internal stakeholders to maximize customer success.
• Customer Environment & Cloud Strategy
  • Understand key elements of the customer’s environment and Cloud strategy.
  • Manage customers in SAP SuccessFactors and SAP Business Technology Platform, ensuring that customer needs are met with tailored solutions.
• Customer Engagement & Value Delivery
  • Understand and respond to customer needs with a focus on delivering true customer value.
  • Define and drive a targeted, goal-based engagement plan (Success Plan) that aligns with the customer’s objectives.
  • Provide expertise on SAP Cloud solutions to maximize product adoption and optimize the customer experience.
• Advisory & Escalation
  • Facilitate access to product and functional expertise in certain topic areas (e.g., via Empowerment Sessions).
  • Conduct tailored Release Reviews, supporting customers in developing strategies that maximize feature adoption.
  • Anticipate customer issues, orchestrate timely resolutions, act as an escalation point, and collaborate with other departments as needed.
• Sales Opportunity Enhancement
  • Execute Demand Discovery, Planning, and Execution activities to identify new sales opportunities and increase win rates.
  • Collaborate with sales teams to ensure that customer insights and market demands are translated into actionable strategies that drive growth.
• Internal Collaboration & Continuous Improvement
  • Collaborate with internal teams by providing important customer feedback, process improvement suggestions, troubleshooting tips, etc.
  • Embrace feedback and take on challenging assignments to improve skills, ensuring that your knowledge remains current.
  • Monitor work quality and identify opportunities for continual improvement.
• Self-Driven Professionalism
  • Act as a self-starter by proactively planning and executing necessary activities and training programs to drive personal and team success.
  • Take full ownership of your role, consistently seeking ways to enhance customer satisfaction and overall business outcomes.
• Work Mode Flexibility
  • Note that while this is primarily a remote role, occasional customer visits can be expected (up to 60% on-site presence).

KNOWLEDGE, SKILLS AND COMPETENCIES

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up, and documentation, and you delight in exceeding customer expectations. You bring:

• A strong customer orientation with a focus on quality and an ability to interact and collaborate with IT and LOB decision-makers.
• Extensive customer-facing experience, with the ability to communicate effectively both in person and via text-based platforms.
• A cloud mindset and an understanding of Cloud deployments, particularly with SAP Activate methodology.
• The ability to communicate effectively with individuals at all levels, both internally and externally, exercising appropriate discretion.
• Proven ability to deliver results under pressure, work independently, and take ownership of tasks (i.e., a proactive driver, results-oriented, pragmatic).
• Excellent communication and presentation skills.
• An enthusiastic approach, strong work ethic, and positive attitude.
• Business or Fluent level Japanese language skills (written and verbal).
• Business level English language skills (written and verbal).

Plus:

• Experience in project management, consulting, or HR-related roles will be considered a strong asset.

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

• Education:
  • Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or an equivalent qualification.
  • A Bachelor’s or Master’s degree is required. An MBA is considered a plus.
• Experience:
  • 2-3+ years’ experience in a customer-facing role, with proven ability to engage with dedicated customers at the project and senior management levels.
  • Experience with SuccessFactors and Business Technology Platform is an advantage.
  • A proven track record in managing issues, scope, and quality, while ensuring that areas of responsibility and tasks are completed successfully within time requirements.
  • Experience in working in global or virtual teams is an advantage.
  • Experience in transferring knowledge to others (coaching & mentoring) is an advantage.
  • Knowledge of SAP Preferred Success and/or SAP Enterprise Support is an advantage.

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