Specialist Customer Success Manager

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The Specialist Customer Success Manager (SCSM) works directly with some of our biggest and most strategic Supply Chain Management (SCM) customers to guide them through their journey with our solutions. The SCSM works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within the SCM solutions portfolio. They achieve this by building strong relationships with some of our largest strategic customers and helping them maximise the value of their partnership with SAP. They should become the SCM Strategic Advisor for the customer, leading the creation of the long-term vision and roadmap for success for the customer and SAP.

The SCSM oversees key customer milestones throughout the customer lifecycle, from deal signature, through to system provisioning, monitoring implementation progress and business case achievement. The SCSM is expected to serve as the strategic point of contact for the customer and to leverage appropriate resources across SAP functions to maintain overall customer health.

The SCSM maintains and leads a working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. AEs, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk and our ecosystem partners).

Territory Management
- Creates and maintains a comprehensive view of their territory. They will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
- Leverages system-based usage data, surveys and all other forms of feedback to form a comprehensive point of view on clients/territory health & propensity to renew
- Develops and implements account strategies and implementation plans for emerging and renewal customers. Responsible for developing long-term success plans and roadmaps that lead to continued adoption, consumption, and expansion within the DSC solution portfolio.

Build Account Relationships
- Develops trusting and deep relationships with customer stakeholders by establishing a regular cadence of interactions
- Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilises proper escalation channels to help customers during times of need.
- Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)
- Works with marketing to ensure customer group meetings take place frequently in the territory and are communicated to customers

Nurture References
- Drives customer references; pushes for reference stories across accounts
- Establishes success metrics agreed with the customer; tracks and addresses reference blockers for each account

Drive Value Realisation
- Manages the renewal processes through qualification, needs analysis, commercial negotiation and close
- Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc. Manage Retention
- The SCSM manages the renewal cycle for their customers in tight collaboration with the CRS.
- The SCSM is accountable for engagement with the customer, account team and other commercial stakeholders.

Upselling/Cross-selling
- Provide sales teams with information about potential opportunities for license sales within and outside of the DSC portfolio

What you bring
- 5+ years’ experience in Sales, Pre-Sales, Services or Solution/Product Management
- Project management experience, including business process transformation and re-engineering
- Experience managing complex customer engagements
- Customer relationship management, sales, and sales team expertise in the license or services domain
- Commercial experience, incl. developing account management plans and contract negotiations
- Line of Business experience in Supply Chain, Asset Management, Manufacturing, Warehouse Management, or Transportation Management
- Multilingual capability is an advantage depending upon the region (minimum is local language + English)
- Bachelor's equivalent: Required
- MBA or a related post-Bachelor qualification is preferred
- Travel expectation is up to 20% of time on-site with customers

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