Solution Customer Success Manager (f/m/d) - Supply Chain Management

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YOUR FUTURE ROLE

 

The Solution Customer Success Manager (f/m/d) (S-CSM) works in a team of Customer Success Managers (CSM) to guide our Supply Chain Management customers through their journey with our solutions. The S-CSM ensures that customer satisfaction, retention, renewals, references and upsells/cross-sells for Cloud products within the CSM’s own Supply Chain Management customer portfolio are achieved. They achieve this by building strong relationships with the customers and helping them maximize the value of their partnership with SAP.
 

Tasks and responsibilities:

• Defines the go to market and engagement strategy for their defined customer base, including how much time and focus to spend per customer, manage target accounts objectives, with a strong focus on retention risk
• The CSM manages the renewal cycle across customers in her/his portfolio with strong focus on Churn Mitigation. The CSM is accountable for ensuring visibility to renewal data (UfR, Chance of Success and forecast R/R) in collaboration with the CSM Manager and CRC.
• The CSM manages the upsell outlook for renewal and replacement based upsell opportunities. Sets realistic stretch targets for upsell and cross-sell within their customer base
• Engages as the trusted advisor on the CSM’s accounts within to develop trusting and deep relationships with customer stakeholders
• Identifies the critical customer accounts within their portfolio, and ensures CSM account oversight and accountability and utilizes proper escalation channels to senior management as required
• Establishes programs to improve customer satisfaction over baseline across customers within their defined portfolio
• Works with Product Marketing to ensure audience engagement sessions take place frequently in the territory and are communicated to customers
• Establishes realistic stretch targets for customer references within the defined customer base. Supports other CSMs in their territory to identify target references and pushes for reference stories across accounts
• Collaborates with the peers in other Solution Areas to develop optimal coverage strategies for cross-Solution Area customers.

 

YOUR PROFILE

 

• Bachelor´s degree
• 3+ years’ experience in the following areas Sales, Pre-Sales, Services or Solution/Product Management
• 1+ years of overall Supply Chain Management experience is a plus
• First Customer Engagement experience, incl. territory plan development, target setting, escalation management and people management
• Good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing
• Fluent German and English language skills are mandatory. 

 

#LI-JR5

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Requisition ID: 449194  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 50%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid

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