Specialized Customer Success Manager; f​/m​/d Supply Chain

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.

The Specialized Customer Success Manager (f/m/d) (S-CSM) works in a team of Customer Success Managers (CSM) to guide our Supply Chain Management customers through their journey with our solutions. The S-CSM ensures that customer satisfaction, retention, renewals, references and upsells/cross-sells for Cloud products within the CSM’s own Supply Chain Management customer portfolio are achieved. They achieve this by building strong relationships with the customers and helping them maximize the value of their partnership with SAP.

• Defines the go to market and engagement strategy for their defined customer base, including how much time and focus to spend per customer, manage target accounts objectives, with a strong focus on retention risk
• The CSM manages the renewal cycle across customers in her/his portfolio with strong focus on Churn Mitigation. The CSM is accountable for ensuring visibility to renewal data (UfR, Chance of Success and forecast R/R) in collaboration with the CSM Manager and CRC.
• The CSM manages the upsell outlook for renewal and replacement based upsell opportunities. Sets realistic stretch targets for upsell and cross-sell within their customer base
• Engages as the trusted advisor on the CSM’s accounts within to develop trusting and deep relationships with customer stakeholders
• Identifies the critical customer accounts within their portfolio, and ensures CSM account oversight and accountability and utilizes proper escalation channels to senior management as required
• Establishes programs to improve customer satisfaction over baseline across customers within their defined portfolio
• Works with Product Marketing to ensure audience engagement sessions take place frequently in the territory and are communicated to customers
• Establishes realistic stretch targets for customer references within the defined customer base. Supports other CSMs in their territory to identify target references and pushes for reference stories across accounts
• Drives integration across the S/4
  
  HANA Solution Area, expanding own capabilities from SCM focus towards the S/4 and HEC specialized areas
• Collaborates with the peers in the S/4
  
  HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers

• Bachelor’s or master’s degree; MBA or related post-Bachelor qualification is advantageous
• 10+ years’ experience in the following areas Sales, Pre-Sales, Services or Solution/Product Management
• 5+ years of overall Supply Chain Management experience is a plus
• Deep demonstrated program and project management experience, including demonstrated experience in business process transformation and re-engineering disciplines
• Senior-level or operational experience managing complex customer engagements
• Excellent Customer Engagement experience, incl. territory plan development, target setting, escalation management and people management
• Very good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing
• Fluent German and English language skills are mandatory. For positions in Switzerland, French is an asset

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), 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.