SAP Digital Supply Chain - Customer Success Manager, Nordics

at  SAP

WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

EXPERIENCE AND EDUCATION

o 8+ years’ experience in the following areas
o Experience managing complex customer engagements; customer relationship management, sales, and sales team expertise in license or services domain
o Project management experience, including business process transformation and re-engineering
o Commercial experience, incl. developing account management plans and contract negotiations
o Line of Business experience in Supply Chain, Asset Management, Procurement, or Manufacturing
o Bachelor equivalent: Required; MBA or related post-Bachelor qualification is preferred
There is no relocation budget connected to this position and candidates not already living in Denmark will unfortunately not be considered for the role.

JOB MISSION AND PURPOSE

We put our customers first, so they have the best experience possible with SAP’s Digital Supply Chain solutions. We are brave, bold and deliver on our commitments. We celebrate when our customers win. Their success is our success.
The Customer Success Manager (CSM) works directly with our Digital Supply Chain customers and guides them through their journey with our solutions. The CSM works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the Digital Supply Chain solutions portfolio. They achieve this by building strong relationships with our customers and helping them maximize the value of their partnership with SAP.
The CSM oversees key customer milestones throughout the customer lifecycle, from deal signature, through to system provisioning, monitoring implementation progress and business case achievement. The CSM is expected to serve as the strategic point of contact for the customer and to leverage appropriate resources across SAP functions to maintain overall customer health.
The CSM maintains a close working relationship with other colleagues and customer facing stakeholders necessary to support assigned accounts (e.g. AEs, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk and our ecosystem partners).

WHAT WILL YOU DO?

Territory Management

• The CSM is accountable to create and maintain a comprehensive view of their territory. They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
• The CSM will leverage system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew
• The CSM develops and implements account strategies and implementation plans for emerging and renewal customers

Build Account Relationships

• Develops trusting and deep relationship with customer stakeholders, by establishing regular cadence of interactions
• Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
• Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)
• Works with marketing to ensure customer groups meetings take place frequently in the territory and are communicated to customers

Nurture References

• Drives customer references; pushes for reference stories across accounts
• Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account

Drive Value Realization

• Manages the renewal processes through qualification, needs analysis, commercial negotiation and close
• Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc.

Manage Retention

• The CSM manages the renewal cycle for their customers in tight collaboration with the CRS.
• The CSM is accountable for engagement with the customer, account team and other commercial stakeholders.

Upselling/Cross-selling

• Provide sales teams with information about potential opportunity for license sales within and outside of the Digital Supply Chain portfolio