Customer Success Manager - UAE or KSA

Job Overview

Customer Success Manager s role engages with SAP’s customers to accelerate value realization, ensuring business outcomes via consumption of purchased solutions and success service entitlements, driving mutual success through the LACE cycle. The position can be based either in Dubai, UAE or in KSA.

• Develop and implement account strategies and consumption plans that drive customer outcomes and support subscription renewal and maintenance.
• Build trusted relationships with customers to support value‑based consumption activities.
• Monitor SLA performance and maintain high customer satisfaction.
• Engage with Global Customer Success Centers to leverage expertise throughout the customer lifecycle.
• Leverage data and tools to track 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 customer success capabilities.
• Identify opportunities to grow SAP footprint through license or service expansion.

• 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.
• Manage escalation appropriately.
• Track single‑project budget line.
• Build strategic partnerships with key decision makers in customer and partner organizations.
• Might 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, delivering quality outcomes for high‑volume or high‑risk projects.
• Find common ground for cooperation within the project team.
• Formulate clear project plans including milestones, timeline, and sub‑projects.
• Communicate messages relevant for projects in a timely manner with constructive feedback.
• Capture opinions and expectations of stakeholders and communicate them to the team.

• Previous experience with Procurement and Fieldglass solution is mandatory.
• Strong Procurement Line of Business specific experience.
• 10+ years of experience in at least one of the following: managing complex customer engagements, commercial experience developing account plans and contract negotiation.
• Driving adoption and consumption across all customers to maximize value realization.
• Customer relationship management expertise.
• 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 relations.

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. SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.

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