Bilingual Solution Customer Success Manager
3 weeks ago
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. 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.
LANGUAGE REQUIREMENT: MUST be fully bilingual in English and French
PURPOSE AND OBJECTIVES:
S-CSMs have overall responsibility for the daily management of assigned cloud customer accounts. This includes account management strategies, developing and managing engagement and expansion plans, and delivery of Customer Success services to ensure consumptions and product usage growth within assigned customers. The focus of this position is twofold: to maximize the value for customers of their investments in SAP HCM cloud products and promote revenue growth and protection.
The S-CSM HCM role is a specialist role within the Human Experience Management domain. The S-CSM HCM role has the responsibility of being the primary point of contact for our customers' HR stakeholders, including HR and IT organizations and stakeholders from multiple levels within our customers' organizations.
EXPECTATIONS AND TASKS:
- Working with customers to develop their roadmaps to improve consumption and maximize the value of the customer's subscriptions
- Providing leading practice advice and guidance to customers for operating their SAP HCM cloud solutions
- Understanding customers' business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunities
- Developing and executing a proactive "customer first" renewal and expansion plan in conjunction with other internal SAP account team members
- Utilizing commercial and business acumen for commercial queries and to ensure licensing compliance and optimized contractual opportunities
- Understanding and leveraging Customer Success services to drive maximum value to customers
YOUR PROFILE:
- Multiple years' experience managing customer engagements or customer-facing experience
- MUST be fully fluent in English & French
- A self-starter, with energy, drive, the ability to manage multiple priorities and work independently
- Strong oral and written communication skills with the ability to credibly present and communicate recommendations to senior management
- Experience in SAP SuccessFactors, other HCM SaaS products, HR, and/or HRIT is not required but highly valued
- Experience developing account management plans and with contract negotiations is also not required but highly valued
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. 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 and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused.
We win with inclusion
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. We believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.
Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in Quebec.
Requisition ID: 419142 | Work Area: Sales | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
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