Enterprise Customer Success Manager

4 weeks ago

Toronto, Ontario, Canada SAP Full time

We empower businesses to thrive

At SAP, we believe in the power of collaboration and innovation. Our company culture is built on a shared passion to help businesses succeed. How? We focus on building a foundation for tomorrow, creating a workplace that values diversity, flexibility, and a purpose-driven approach. We offer a highly collaborative team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options for employees to choose from.

What you'll do:

We are seeking a Strategic Customer Advocate with a deep understanding of business and financial fundamentals, SAP solutions, and customer engagement and value realization. The ideal candidate will have a proven track record of driving customer value, business outcomes, and satisfaction, as well as leading complex global transformation programs.

  • 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

What you bring:

  • 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

Meet your team:

  • Identify, plan, and implement actions towards the long-term success and satisfaction of internal and external customers/stakeholders
  • Develop and expand executive relationships beyond CIO and IT, including business unit decision makers

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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.

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.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 158300 - 301100 (CAD) CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: www.SAPNorthAmericaBenefits.com

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