Digital Customer Success Manager - BTM Suite

Digital Customer Success Manager

At SAP, we keep it simple : you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

We are seeking a Digital Customer Success Manager for SAP's Business Transformation Management (BTM) Suite, including Signavio and LeanIX. In this role, you will specialize in either the solution area of SAP LeanIX or SAP Signavio, while working on a team that is accountable for both solutions.

What you'll do :

We are looking for a driven, customer-oriented, team player with exceptional analytical and consulting / advisory skills to support our customers in the best way possible. You will take on dual responsibilities as you both have a dedicated set of accounts, as well as play a pivotal role in how we support our customers in a many-to-many model, including office hours, webinars, etc.

The tasks may range from direct customer ownership to data-driven analysis, to developing a best practice webinar series. We want you to bring your ideas and innovative way of thinking to the team.

Internally, as a Digital Customer Success Manager, you play a critical role to ensure our customers are driving consumption of our solution(s), expanding usage within their organization and, as with any Customer Success Management role, securing their renewal is priority. To achieve these core KPIs, you are not alone, you will partner with adjacent teams, such as Sales, Services, our Renewals team and more.

From a customer's perspective, balancing both a strategic, and tactical viewpoint, the goal is to maximize the customer lifetime value by delivering solution area expertise to customer champions based on deep understanding of the key inflection points and milestones across the customer journey. Leveraging specific customer data points, health scores, usage data, and more, you will provide recommendations to consistently mature our best practice approach, for our Digital customers, to the global team.

To be successful, you may own, or guide your team, on how to develop and implement account strategies and implementation plans for both short-term, and longer-term value realization within our digital segment utilizing a many-to-many approach. These plans should, but not limited to :

• Build trusted advisor status with customers
• Ensure rapid adoption and enablement of solutions that drive value for the customer
• Increase the customer's usage aligned with their contracted cloud applications up to and beyond the entitlements that they have
• Identify sales leads and support sales in expansion and upsell efforts
• Mitigate churn and manage renewals of SAP solutions / services
• Manage through crisis and de-escalate customer situations
• Drive renewals, consumption, expansions, and up-sells of subscription license-based solutions
• Ensure value realization from offerings such as office hours, webinars, and more

What you bring :

Strong customer facing presence and relationship building skills

Deep knowledge of enterprise architecture and / or business models, process analytics, strategies, and line of business processes

Background in Customer Success Management, including digital or scaled models

Experience with cloud software solutions and delivery models

Business expertise in one, or the other, respective solutions, within the BTM Suite

Ability to dig-in to the solution(s), and provide some technical understanding for assigned solution area to address technical issues with customers

Ability to apply risk-mitigation strategies to customer situations

Knowledge of SAP solutions portfolio and the business processes they enable

Bachelor's degree or equivalent required

Experience in a B2B SaaS software organization

Strong program management and governance skills

Expert commercial / deal support skills

Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions

Ability to build personalized career development objectives for team members, providing opportunities to foster growth and positioning them to succeed in their roles

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best. We win with inclusion SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world. SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and / or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team : Careers@sap.com.