Senior Customer Success Manager

We help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP Signavio is a suite of tools designed for business process management (BPM) and transformation, helping companies understand, model, and improve their processes.  SAP Signavio is part of the SAP Business Transformation Management (BTM) line of business, that comprises of SAP Signavio, SAP LeanIX and SAP WalkMe.  SAP Signavio offers capabilities in process mining (analyzing how processes are actually used and executed), process management (documenting and modelling how they should work), and process governance (ensuring compliance and control). By connecting process and experience data, it provides data-driven insights for better decision-making, helps streamline transformations like ERP upgrades (such as SAP ECC to SAP S/4HANA), and fosters collaboration between different organisations business units.

The Senior Customer Success Manager (CSM) engages with SAP Signavio customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements.  The CSM is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities.

Core Tasks and Responsibilities as a Senior Customer Success Manager:

•    Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer confirming value and renewing their license subscriptions

•    Build trusted relationships with customers in order to support value-based consumption focused activities

•    Monitors SLA performance and maintain high level of customer satisfaction

•    Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle

•    Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans

•    Act as primary point of escalation for customers account issues

•    Overall churn mitigation and account adoption/expansion for your assigned customer portfolio

What you bring:

•    Strong knowledge of business process management (BPM) and/or business models, process mining and analytics, strategies, and line of business processes

•    Business expertise in SAP Signavio, or similar BPM tool

•    Strong customer facing presence and relationship building skills

•    Background in Customer Success Management type roles

•    Experience driving renewals, expansions, and up-sells of subscription-based software solutions

•    Experience with cloud software solutions and delivery models

•    Ability to dig-in to the solution(s), and provide some technical understanding for SAP Signavio or BPM to address technical issues with customers

•    Ability to apply risk-mitigation strategies to customer situations

•    Knowledge of SAP solutions portfolio and the business processes they enable

•    Bachelor's degree or equivalent required

•    Experience in a B2B SAAS software organization

•    Strong program management and governance skills

•    Commercial/deal support skills

•    Be inquisitive and seek self-improvement through continuous training and education opportunities provided by SAP

•    Proactive and cooperative team player

Location: Brisbane or Sydney

Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, 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, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 30%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: Virtual - Australia #LI-Hybrid