Senior Digital Customer Success Manager - Solution Area Lead; Supply Chain Management

Overview

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.

Location available in Waldorf or Barcelona. This is not a fully remote position.

The SAP Digital Customer Success Management Organization enables customers to realize value from their SAP investments  goal is to maximize the impact of Digital Customer Success Managers (D-CSMs) by balancing targeted one-to-one engagements with scalable one-to-many initiatives, strong territory management and a focus on Value Realization led by Solution Area Leads. This allows the team to focus on high-value customer situations, while adoption, enablement, and guidance are delivered consistently across the MEE region.

As Solution Area Lead for Supply Chain Management (SCM), you own the SCM solution portfolio from an adoption and consumption perspective and act as the central point of coordination between D-CSMs, regional leadership, and product stakeholders.

In this role, you are responsible for driving adoption, consumption and overall growth across the regional Supply Chain Management customer portfolio. You will:

• Own the SCM solution area as a regional territory.
• Provide structured data-driven insights to D-CSM Regional Leadership on adoption status, risks and opportunities (e.g. through quarterly business reviews), with a clear KPI focus and contribution towards cACV.
• Identify systematic adoption gaps and contribute to churn mitigation as well as expansion readiness across the SCM portfolio.
• Design and execute scalable, value driven 1:many initiatives (Outreach campaigns, webinars, customer round tables) tailored to SCM use cases, including AI-driven scenarios.
• Enable D-CSMs with clear SCM value stories, guidance, and resources to enable effective customer self-service approach towards adoption, including the context of up-and cross-selling opportunities.
• Act as Voice of the Customer for SCM, consolidating provided feedback and feeding insights to Product Management and internal stakeholders.
• Proactively support identification and positioning of expansion opportunities
  , including SAP Business AI, Business Data Cloud, Walk Me, Signavio, and selected SAP service offerings (e.g. Advanced), in close alignment with D-CSMs and regional stakeholders.

• Solid understanding of end-to-end supply chain processes (Design, Plan, Manufacture, Deliver, Operate).
• Experience with enterprise SCM transformations and key value drivers such as efficiency, resilience, and sustainability.
• Understanding of SCM buying centers and stakeholder landscapes.
• Experience driving renewals and expansion of enterprise agreements.
• 3+ years of experience with SAP Supply Chain solutions (e.g. IBP, EWM, TM, Digital Manufacturing, FSM).
• Experience working with cloud-based solutions and SaaS adoption models.
• Familiarity and/or expertise with SAP Business AI, Business Data Cloud, and digital adoption solutions (e.g. Walk Me, Signavio) is a plus.

• Ability to clearly explain SCM value to both business and technical audiences.
• Structured, analytical approach to problem solving.
• Experience in designing and running 1:many enablement formats.
• Proven ability to handle challenging situations and discuss complex issues with key stakeholders and customer executives towards meaningful outcomes.
• Excellent verbal and non-verbal communication skills:
  English is required, fluency in German is a plus.

• 5+ years of experience in Customer Success, Pre-Sales, Consulting, Account Management, or a comparable customer-facing role with a focus on Supply Chain.
• Comfort and confidence operating in a scaled, portfolio-driven environment with multiple parallel initiatives.
• Willingness to take ownership, prioritize impact, and continuously improve ways of working.

• Territory and portfolio management.
• Customer adoption and retention.
• SCM value proposition storytelling and KPI-focused discussions.
• Positioning of AI, business data, and digital adoption solutions to drive measurable customer value journey and expansion.
• Data-driven analysis and interpretation of adoption, consumption & overall performance metrics to derive scalable actions and management-level insights.
• Stakeholder alignment across Customer Success Area, Product Management Teams, and Regional Leadership.
• Risk identification and mitigation.

You will be part of the Regional Digital Customer Success Management Team, working virtually across locations and cultures. You will collaborate closely with the D-CSM…