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Specialist Customer Success Manager have overall responsibility for the daily management of assigned cloud customer accounts. This includes account management strategies, developing and managing engagement and expansion plans, and delivery of Customer Success services to ensure product consumption and product usage growth. The focus of this position is two-fold: to maximize the value for customers of their investments in SAP SPM cloud products and promote revenue growth and protection.
The S-CSM SPM role is a specialist role within the Sales Performance Management (SPM) domain. Its responsibility is to be the primary point of contact for our customers’ stakeholders, including Sales Operations, Finance and IT organizations and stakeholders from multiple levels within our customers’ organizations (from administrators and practitioners to the C-Suite). The S-CSM SPM role requires knowledge that spans from SaaS to incentive management practices.

S-CSMs enable their customers’ long-term success through multiple account management avenues. These are some of the core account management practices utilized.

• Working proactively with customers to develop their roadmap to improve consumption and maximizing the value of the customer’s subscriptions
• Complete Relationship Assessments, Outcome Success Plans, initiate tracking, and maintain associated tasks for each account in the portfolio
• Providing leading practice advice and guidance to customers for operating their SAP SPM cloud solutions and related governance
• Understanding customer’s business models, priorities, objectives, and goals to identify potential operational and commercial risks, retain current revenue footprint and look for expansion opportunities
• Developing and executing a proactive “customer first” renewal and expansion plan in conjunction with other internal SAP account team members
• Utilizing commercial and business acumen for commercial queries and to ensure licensing compliance, renewal forecast, and optimized contractual opportunities
• Understanding and leveraging Customer Success services and tools to drive maximum value to customers