Virtual Customer Success Manager

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.

• Virtual Customer Success Partners are generalists that manage a portfolio of up to 100 accounts across SAP Solution Areas.

What you’ll do:

As a Customer Success Manager, you will act as a trusted advisor, maximizing customer lifetime value by delivering to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of solutions.

• Build executive relationships and earn trusted advisor status with customers
• Identify new opportunities for customers to leverage new or expanded SAP solutions
• Mitigate churn of SAP solutions/services through observing consumption of products and taking action to help drive adoption of products with low consumption.
• Identify sales leads and support sales in expansion and upsell efforts
• Manage through crisis and de-escalate customer situations
• Drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions

What you bring:

• Strong executive presence and relationship building skills
• Deep knowledge of business models, strategies.
• Proven ability to handle difficult customer situations and discuss complex issues with customer executives
• Experience with cloud software solutions and delivery models
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of the SAP solutions portfolio and the business processes to address technical issues with customers
• Bachelor’s degree or equivalent required
• Experience in business software
• Knowledge of SAAS and IAAS processes
• Strong program/project management and governance skills
• Expert commercial/deal support skills
• Relationship-driven mindset with excellent verbal and non-verbal communication skills
• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.

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.

• Virtual Customer Success Partners are generalists that manage a portfolio of up to 100 accounts across SAP Solution Areas

As a Customer Success Manager, you will act as a trusted advisor, maximizing customer lifetime value by delivering to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of solutions.

• Build executive relationships and earn trusted advisor status with customers
• Identify new opportunities for customers to leverage new or expanded SAP solutions
• Mitigate churn of SAP solutions/services through observing consumption of products and taking action to help drive adoption of products with low consumption.
• Identify sales leads and support sales in expansion and upsell efforts
• Manage through crisis and de-escalate customer situations
• Drive renewals, expansions, and up-sells of subscription or perpetual license-based solution