Customer Success Manager

1 day ago

Toronto, Canada SAP Full time

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

**Who you’ll become**

The Specialist Customer Success Manager (S-CSM) works directly with customers to guide them through their business journey with our solutions. The S-CSM works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within their assigned solution portfolio. The S-CSM oversees key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement. The S-CSM is expected to serve as the strategic point of contact for the customer within the assigned solution portfolio and to leverage appropriate resources across SAP functions to maintain overall customer health.

As a S-CSM within the SAP Academy for Customer Success, you will be responsible to:

- Immerse yourself in multi-dimensional, experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process.
- Enhance skills around your solution portfolio, managing customer retention, and driving value realization.
- Receive onboarding in your local market with on-the-job training and mentoring by a senior S-CSM professional in the field. You will have the opportunity to work both behind the scenes and directly with customers.

S-CSM focus areas:

- ** SAP Customer Experience (CX)** - Knowledge of e-commerce, sales, customer service and marketing processes
- ** SAP Digital Supply Chain (DSC)** - knowledge of Supply Chain, Asset Management, Manufacturing, Warehouse Management, or Transportation Management
- ** SAP SuccessFactors (HCM)** - knowledge of core HR and payroll, talent management, employee experience management, HR analytics and workforce planning, Sales performance management
- ** SAP Intelligent Spend and Business Network (ISBN)** - knowledge of Purchase to Pay process, procurement, subcontracting, supplier network, and supplier portal.

**What you’ll bring**
- 2-3 years of work experience with a proven record of supporting customers and business transformation, preferably from consulting, sales and/or account management that includes resolution and escalation management.
- Multi-dimensional experience: global experience, leadership role, entrepreneurial/self-starter, volunteerism, music, sports, etc.
- Strong communication skills including fluency in English and local language.
- Proficient interpersonal skills including passion, curiosity, effective listening skills, professional presence, empathy and “can-get-it-done” mentality.
- Demonstrated ability to collaborate across diverse stakeholders and business functions in a complex, matrixed environment.
- Strong Business Acumen including demonstrated knowledge of business processes and/or industries.

**About SAP Academy for Customer Success**

The SAP Academy for Customer Success is a world-class training program that develops our next-generation workforce by delivering an energizing and inspiring experience within a globally diverse environment. This dynamic 10-month program strengthens the foundation for a successful career at SAP.

Join us for the opportunity of a lifetime, to develop a global peer network, partner and engage with customers to help solve their unique business challenges, and leverage world-class cloud-based products and services, all while earning a great salary and benefits.

SAPAcademyforCustomerSuccess #SAPCSMProgramG4

SAP’s employees across different regions are enabled to do their best job with the right mix of office and remote work according to country-specific guidelines and regulations. In general, our hybrid work setup consists of three days a week in the office or on-site with customers or partners.

We are planning a practical and immersive portion of our program, which will have participants spend between 4 and 6 weeks, spread across two trips, in San Ramon, California. This experience is designed to provide unparalleled hands-on learning and networking opportunities. *Please note that this is still in the planning phase, and the final decision will be confirmed by the first quarter of 2025. We will ensure that this information is communicated promptly and that sufficient time is provided for necessary preparations.

**Bring out your best**

**We win with inclusion**

SAP’s culture of inclusion, focus

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