Customer Success Manager - UAE or KSA

Customer Success Manager - UAE or KSA based only

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

This position can be based either in Dubai, UAE or in KSA.

The Customer Success Manager engages with SAP’s customers to drive and accelerate their value realization and to ensure business outcomes are being met through consumption of purchased solutions and success service entitlements. The manager is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post‑sales account management strategy development, outcome success plan definition and execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, and opportunistic expansion of solutions or services through lead generation activities.

The CSM drives mutual success across the Land, Adopt, Consume & Expand (LACE) cycle.

• Develop and implement account strategies and consumption plans that drive customer outcomes; thereby leading to customer renewals of subscriptions and maintenance payments.
• Build trusted relationships with customers to support value‑based consumption activities.
• Monitor SLA performance and maintain a high level of customer satisfaction.
• Engage with Global Customer Success Centers to leverage expertise throughout the customer lifecycle.
• Leverage data and tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans.
• Act as primary point of escalation for customer account issues.
• Contribute to a library of success plays and best practices to grow SAP’s ability to drive customer success.
• Identify opportunities to grow SAP’s footprint through expansion of licenses or services.

• Manage projects, define deliverables and provide definitive advice and interpretation of situations.
• Ensure business‑critical and innovative results.
• Ensure that goals and milestones are met and approved budgets are managed appropriately.
• Build strategic partnerships with key decision makers in customer and partner organizations.
• May include team lead or supervisory responsibilities.

• Manage projects of high volume or high risk/complexity.
• Provide regular project status and updates.

• Represent SAP to customers and ensure delivery of quality outcomes for projects of high volume or high risk.
• Find common ground for cooperation within the project team.
• Formulate clear project plans including milestones, timelines and sub‑projects.
• Communicate messages relevant to the project in a timely manner and with constructive feedback to the project team.
• Capture opinions and expectations of stakeholders and communicate them to the project team.

• Previous experience with the Procurement and Fieldglass solution is mandatory.
• Strong Procurement Line of Business specific experience.
• 10+ years of experience in at least one of the following areas:
  • Managing complex customer engagements.
  • Commercial experience including development of account management plans and contract negotiation.
• Driving adoption and consumption across all customers to ensure maximum value realization.
• Leadership experience is desirable.
• Proficiency in SAP Commercial and Account Management Systems.
• Complex Account Management with a customer focus, having developed the acumen to cultivate lasting customer relationships.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.