Solution Customer Success Manager; SCSM - Business Data Cloud

What you’ll do

The SAP BDC (Business Data Cloud) Customer Success Manager (CSM) sits under the Data & AI area that helps customers drive meaningful adoption and consumption of SAP BDC across their data management, application and AI projects, positioning BDC as the cloud platform of choice for their business needs. BDC is a SaaS solution that unifies and governs all SAP data while seamlessly connecting with third‑party data, enabling business leaders to make impactful and data‑driven decisions.

SAP BDC CSMs work with the most cutting‑edge and innovative SAP solutions and coach SAP’s most strategic customers towards a successful cloud transformation. The BDC CSM role is also responsible for developing relationships with CXOs and technical decision makers, while supporting business adoption in their assigned accounts to ensure broad consumption of the portfolio both within and across application projects through Technical Advisory.

• You will innovatively generate ideas for cACV demand generation to drive growth, safeguard renewals, and minimize churn for successful cloud business.
• You will proactively partner with customers to sustainably increase consumption of SAP BDC, and coordinate activities with the Account Team by building out a joint outcome‑based plan that aligns SAP solutions with customers business objectives throughout their lifecycle.
• You understand the big picture, deliver expertise with digital transformation, and advise on technical and business architectures.
• Support and drive Market Unit CSM demand generation initiatives, working with Demand Management, Sales, and Marketing to further SAP’s Cloud growth.
• Prepare and deliver a renewal execution strategy which helps optimise renewals for profitability and customer satisfaction.
• Drive innovation and incubation areas through the introduction of AI everywhere, adoption of digital modalities and extension of digital motions along the CVJ and lifecycle via a tight interlock with the Customer Success GTM and transformational strategies.
• You are the primary SAP BDC strategic point of contact and will orchestrate resources across SAP, SAP Partners and customers, leveraging assets of the SAP BDC engagement model.
• You will analyse your customer’s technical needs and execute consumption plans for your assigned customers.
• You will instruct and prepare the customer to make the best use of the solution, in alignment with the SAP strategy and roadmap.
• You will be a voice of the customer to internal SAP stakeholders. You will work with colleagues from a broad variety of groups such as Cloud Success Services, Solution Advisory and other life‑cycle relevant COEs, Account Teams, Pre‑sales, Product Management groups, Support, Services, Partners, etc.

You will excel in this role if you:

• Have 10+ years of industry experience working directly in Data and Analytics, with a knowledge of SAP BDC & SAP AI. Your background could be Software Engineering, Solution Management, Project/Product Management, Project Implementation, Pre‑sales, Technical Customer Engagement, Customer Success, Proactive Support Services Consulting, etc.
• Have deep understanding of cloud software solutions, delivery models, and challenges, as well as involvement in complex global transformation programs in consulting or advisory roles.
• Have a working knowledge of hybrid and cloud‑based landscapes and can guide customers on technology architectures and strategies. Certifications in enterprise architecture are a plus.
• Have foundational knowledge of public cloud platforms and providers (e.g. Microsoft Azure, Amazon Web Services, Google Cloud, etc.).
• Have professional experience with implementing cloud initiatives.
• Have excellent communication and presentation skills. Familiarity with Design Thinking or HCD methodology is a plus.
• Communicate proactively and can prioritize efficiently. You have a strong sense of accountability.
• Can manage complex organizational dynamics both internally as well as externally with customers and partners, manage risks, and de‑escalate critical customer situations.
• Can continuously learn and adapt to the unique business and cultural practices of…