Customer Success Manager - Procurement; KSA

Customer Success Manager - Procurement (KSA Based Only)

The Customer Success Manager engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The responsibility includes 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 & 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; and thus lead to customer renewing their subscriptions / paying maintenance.
• Build trusted relationships with customers in order to support value‑based consumption focused activities.
• Monitor SLA performance and maintain a high level of customer satisfaction.
• Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle.
• Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans.
• Act as primary point of escalation for customers' account issues.
• Contribute to a library of success plays and best practices to further grow SAP's ability to drive customer success.
• Identify opportunities at customers to grow SAP footprint through expansion of licenses or services.

• Manage projects, define deliverables and provide definitive advice and interpretation of situations.
• Ensure business critical & innovative results.
• Ensure that goals and milestones are met and approved budgets are managed appropriately.
• Build strategic partnerships with key decision makers in customer & partner organization.
• 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 deliver quality outcomes of projects of high volume or high risk.
• Find common ground for cooperation within project team.
• Formulate clear project plans including milestones, timeline and sub projects.
• Communicate messages relevant for 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 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 experience developing 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 and develop lasting customer relations.
• Saudi National Preferred - in line with Saudization Local Mandates.

We win with inclusion. SAP’s culture of inclusion, focus on health and well‑being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.

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

Requisition  | Work Area:
Consulting and Professional Services | Expected Travel: 0 - 30% |

Career Status: Professional |

Employment Type:

Regular Full Time | Additional Locations: #LI-Hybrid

Job Segment: ERP, Procurement, Cloud, Compliance, Pre‑Sales, Technology, Operations, Legal, Sales