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.

 

About the role:

The SAP SuccessFactors Senior Customer Success Manager is the face of SAP for their assigned customers.

 The role of the CSM is to drive successful customer onboarding and solution adoption, increase customer satisfaction and retention, safeguard renewals, secure references, and foster account expansion. This is achieved by building strong relationships with customer stakeholders and helping them maximise the value of their SAP partnership by achieving their desired business outcomes.

 The CSM influences customer satisfaction by driving a focus on solution consumption to achieve business value, proactively monitoring customer health, and mitigating risk by orchestrating engagement activities through continuous relationship management.

 The CSM has overall responsibility for the daily management of their assigned cloud customer accounts and requires CSMs to maintain a close working relationship with fellow SAP customer-facing teams.

 

Trusted Advisor / Drive Customer Value:

The CSM is the customer’s trusted advisor and principal advocate for SAP. The CSM partners with their customers throughout the different phases of their transformation journey. Drawing upon their HR experience, knowledge of the customer and industry insights and trends, they ensure the customer realises the full value of their SuccessFactors solution and ultimately their HR and business transformation. This is demonstrated by:

Providing tailored guidance to customers on how best to deploy their SuccessFactors investment to successfully align their people strategy with their business objectives. Simplifying the customer’s experience with SAP by aligning and highlighting the various internal support and services teams, customer communities and online resources available to them. Acting as the customer advocate internally, positioning customer insights, experiences and needs to be leveraged by the broader SAP business as we continually focus on our customer for life ethos. Collaboratively developing a customer engagement plan, agreeing on the customer’s success metrics and promoting customer-led practices regarding cadence, objectives and partnership. Taking a leading role as a member of the SAP value-added team for the customer’s entire SAP landscape, having a holistic view of the customer’s functional projects and priorities. Partnering with customers to achieve active engagement in SAP-led initiatives such as customer satisfaction surveys, business transformational stories, customer reference program and SAP events.

 

Solution Adoption / Revenue Retention & Growth:

The CSM’s focus is to create customer satisfaction, drive customer retention, subscription renewal, solution adoption and portfolio expansion for SAP. The CSM achieves this by building strong relationships with their customers and aligning solution opportunities to business and people strategies. In addition to this, CSMs also enable their customers’ long-term success by advising them on leading practices regarding project deployment, change management, governance and support model structures. This is demonstrated by:

Creating and agreeing on a customer roadmap to improve product adoption and maximise 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 whilst partnering with internal SAP teams to streamline the customer experience. Understanding the customer’s business model and people priorities to identify potential risks and expansion opportunities within the existing SAP footprint. Utilising their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimised contractual opportunities. Understanding customers’ business plans and people strategies to identify business growth opportunities.

 

Work Experience and Qualifications:

Proven experience in the following areas:

Experience in human resources, recruitment, learning, compensation or talent management. Experience working with account management plans. Experience working with complex customer engagements. A self-starter, with energy, drive and the ability to manage multiple priorities. Customer-centric mindset. Strong knowledge of SaaS models and Cloud mindset. Confident in presenting to mid-size audiences

 

 ​Bring out your best

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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 427538  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.