About the role
The S-CSM is the customer’s trusted advisor and principal advocate into SAP. A S-CSM partners with their customers throughout the different phases of their transformation journey
- Primary post-sales customer executive point of contact at Solution Area level, establishes and maintains engagement governance.
- Assuring the continuity of the customer's cloud subscription based solutions and maximizing their usage at the product level.
- Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders.
- Conducts regular customer success/business reviews with the customer executives to assess and deliver deeper customer value realization.
- Executes Solution Area level Relationship Assessments.
- Documents and supports customer’s LoB level business strategy, objectives and goals, reviews business cases, facilitates value realization.
- Develops, maintains, and actions Solution Area Outcome Success Plan (OSP).
- Orchestrates customer success and Premium Service delivery.
- Creating and agreeing on a customer roadmap to improve product adoption and maximising the perceived value of the customer’s subscription.
- Providing leading practice advice to their customers, leveraging their knowledge of enabling cloud technology, embedding governance, and managing sustainable change.
- Developing a proactive ‘customer first’ renewal and expansion plan to secure long term customer retention whilst partnering with internal SAP teams to streamline the customer experience.
- Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities.
- Act as primary escalation point for cloud solutions for those accounts within their portfolio.
Work Experience and Qualifications
Proven experience in the following areas:
- Experience in managing customer life cycle either with SAP customers, partners or consulting organisations.
- Experience in SAP Customer Experience (CX) is preferred.
- Strong knowledge of SaaS models with a cloud mindset.
- Should be an excellent problem solver who understands digital transformation.
- Experience acting as a trusted and strategic advisor to customers.
- Experience in managing complex customer engagements.
- Excellent oral and written understanding of the Dutch & English language.
- Commercial Mindset
Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
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