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Enterprise Customer Success Manager

2 months ago

Toronto, Ontario, Canada SAP Full time
About the Role

We are seeking an experienced Enterprise Customer Success Manager to join our team at SAP. As a key member of our customer success organization, you will be responsible for driving customer value, business outcomes, and satisfaction for our enterprise clients.

Key Responsibilities
  • Research and share the external view of the customer with the SAP team as a customer advocate within SAP.
  • Influence, persuade, and engage with customer and internal stakeholders around key customer success best practices, including value management, adoption management, adoption planning, and success planning.
  • Clearly link the value and potential of SAP solutions with customer business objectives and value-based outcomes.
  • Analyze complex situations and develop long-term plans to achieve specific goals, aligned with SAP and with the customer.
  • Engage executive and board sponsors proactively in your account.
  • Utilize executive presence, business acumen, and strategic thinking to positively influence internal and customer executives and decision makers.
  • Influence SAP sales teams and leaders to pursue deals strategically to build long-term customer value and strong customer relationships.
  • Collaborate on end-to-end engagements to ensure adoption, consumption, and renewal are achieved, while mitigating churn risks.
  • Exhibit key actions to guide customers to the Cloud.
  • Utilize expertise in Cloud ERP functionality, Cloud ERP Framework, and 1CSW.
  • Execute other duties and responsibilities as assigned.
Requirements
  • French-speaking preferred.
  • 10+ years of experience in Sales or Consulting and/or Customer Success Management with complex business software/IT solutions.
  • Strong knowledge of the complete SAP offering.
  • Experience with long-term planning of resources, technology, and account structure.
  • Knowledge of financial, competitive, and regulatory environment.
  • Understanding of cloud and on-premise software solutions.
  • Experience with complex global transformation programs and execution thereof.
  • Ability to manage in highly complex organizations and apply risk-mitigation strategies.
  • Proven ability to engage with key customer stakeholders in a manner that organically drives renewals, expansions, and up-sells of subscription or perpetual license-based solutions.
About SAP

SAP is a global leader in enterprise software and software-related services. Our innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. We are a cloud company with two hundred million users and more than one hundred thousand employees worldwide, committed to a highly collaborative team ethic and personal development.

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.