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OVERVIEW:
Solution Customer Success Manager (S-CSMs) manage assigned cloud customer accounts daily, including account management strategies, developing and managing engagement and expansion plans, and orchestrating Customer Success services to ensure consumption and product usage growth within assigned customers. This position's focus is to maximize the value for customers of their investments in SAP CX cloud products and promote revenue growth and protection.
The S-CSM CX role is a specialist role within the Customer Experience (CX) domain. Its responsibility is to be the primary point of contact for our customers' stakeholders, including IT organizations and stakeholders from multiple levels within our customers' organizations (from administrators and practitioners to the C-Suite). Further outlining that you own and develop both tactical & strategic customer relationships for a defined number of key customers in North America (NA). You will enhance the customer outreach in a manner that ensures customer retention and high renewal rates. You will be required to plan and coordinate adoption and expansion activities by prioritizing and managing all business processes to ensure operational excellence. A strong focus on customer satisfaction will furthermore allow you to continuously grow your reference customer base.
WHAT YOU'LL DO:
S-CSMs enable their customers' long-term success through multiple account management avenues. These are some of the core account management practices utilized.
• Working with customers to develop their roadmaps to improve consumption and maximize the value of the customer's subscriptions
• Providing leading practice advice and guidance to customers for operating their SAP CX cloud solutions
• Understanding customers' business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunities
• Developing and executing a proactive "customer first" renewal and expansion plan in conjunction with other internal SAP account team members
• Utilize commercial and business acumen for commercial queries, ensuring licensing compliance and optimized contractual opportunities
• Identifying upsell and cross-sell opportunities, while leveraging the entire VAT for added collaboration, insight and/or guidance
• Understanding and leveraging Customer Success services to drive maximum value to customers
• Increasing the number of CX referenceable touchpoints in your assigned portfolio
• Working with customer(s) to join the Customer Reference program and helping to create assets in relation to their CX journey
• Educating customers on business relevant resources and tools such as the support portal, community events, industry insights, key events etc.
• Planning and orchestration of Preferred Success Services to support customer value realization
• Coordinating and leading regular governance calls with customers, third-party partners, and SAP account team members
• Build trusted relationships with customers and internal teams through proactive engagement and by delivering consistent experiences
• Administrative accountabilities tied to measuring customer success metrics, account management, renewals, and system data hygiene
• Escalation and advocacy role for your assigned accounts to drive positive customer outcomes along with referenceable brand ambassadors of SAP
• Special projects and workstream initiatives
WHAT YOU BRING:
• Strong commercial acumen that includes lead generation and renewal management
• 5+ years of experience managing customer engagements or other customer-facing experience is highly preferred
• A self‐starter with a tenacious spirit and the ability to stay organized while managing multiple priorities
• Aptitude for creative/innovative/forward thinking and analysis
• Problem solver with the capacity to work independently to solve challenges
• Strong oral and written communication skills with the ability to credibly present and communicate recommendations to senior leadership and decision-makers
• Experience in SAP Customer Experience
• Experience developing account management plans and ability to collaborate and navigate across a complex and matrixed organization
• Growth mindset with a positive attitude and openness to learning
• Technical aptitude preferred but not required
• Background managing and using tools that track and analyze cus
Location: Allen, CA
Posted: Nov. 10, 2024, 6:28 a.m.
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