Senior Solution Customer Success Manager - Supply Chain Management

Senior Solution Customer Success Manager (f/m/d) - Supply Chain Management

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 are 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 Solution Customer Success Manager (f/m/d) (S-CSM) works in a team of Customer Success Managers (CSM) to guide our Supply Chain 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 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.

• Defining the go-to-market and engagement strategy for their defined customer base, including how much time and focus to spend per customer, managing target accounts objectives, with a strong focus on retention risk
• Managing the renewal cycle across customers in her/his portfolio with a 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
• Managing the upsell outlook for renewal and replacement-based upsell opportunities. Sets realistic stretch targets for upsell and cross‑sell within their customer base
• Establishing an adoption plan to improve customer satisfaction and adoption within their solution portfolio
• Responsible to increase consumption of solutions within the customer portfolio, impacting cACV growth
• Engaging as the trusted advisor on the CSM’s accounts to develop trusting and deep relationships with customer stakeholders
• Engaging with customers through business reviews and quarterly business reviews across all levels of management
• Identifying the critical customer accounts within their portfolio, and ensuring CSM account oversight and accountability and utilizing proper escalation channels to senior management as required
• Working 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
• Collaborates with the peers in other Solution Areas to develop optimal coverage strategies for cross‑Solution Area customers

• Bachelor’s or master’s degree; MBA or related post‑Bachelor qualification is advantageous
• Multiple years’ experience in the following areas:
  Sales, Pre‑Sales, Services or Solution/Product Management
• Several 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

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end‑to‑end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users…