Specialist Customer Success Manager

4 days ago


Sydney, New South Wales, Australia Sap Full time

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

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

**Bring out your best**

**We win with inclusion**

SAP's culture of inclusion, focus on health and well-being, and flexible



  • Sydney, New South Wales, Australia Give A Grad A Go Full time

    Salary between $60k - $70k + super (depending on experience)- Lots of social events plus an annual offsite.- $5,000 in additional tax benefits with salary packaging**Company Profile - Not for profit**This not-for-profit organisation are pioneers in the ticketing industry. With offices in Sydney, NZ, and the USA they are looking to grow their teams globally....


  • Sydney, New South Wales, Australia Leap Dev Full time

    Great for individuals who has experience working within the legal industry- Be part of a leading legal tech company working with the latest technologies- A hyrbid working environment that offers real flexibilityLEAP Dev is the "Software House" powering the market leading LEAP Legal Software. Founded 30 years ago, we have been helping small to medium sized...


  • Sydney, New South Wales, Australia Fujifilm Full time

    **THE OPPORTUNITY**Due to an internal promotion, we are looking for a Customer Success Manager to join our Graphic Communications (GC) team in Macquarie Park.Reporting to the National Sales Manager - Direct, your key focus will be to deliver a high-quality customer experience, from the initial client contact through to onboarding, and ongoing account...


  • Sydney, New South Wales, Australia beBeeNegotiation Full time $80,000 - $120,000

    Customer Success SpecialistJob DescriptionWe are seeking an ambitious and results-driven Customer Success Specialist to join our team. This role involves developing and maintaining strong relationships with our customers, providing expert advice on windows and doors solutions for their projects.As a consultative sales professional, you will engage with...


  • Sydney, New South Wales, Australia Pearson Full time

    Overview Pearson is looking for a Customer Success Manager with experience, passion, and proven talent to join our Higher Education team.As Customer Success Manager (CSM) you will support the Higher Education post-sales customer lifecycle, with a strategic focus on customer onboarding, adoption, retention, and advocacy.You will be integral in building...


  • Sydney, New South Wales, Australia Pearson Full time

    Overview Pearson is looking for a Customer Success Manager with experience, passion, and proven talent to join our Higher Education team.As Customer Success Manager (CSM) you will support the Higher Education post-sales customer lifecycle, with a strategic focus on customer onboarding, adoption, retention, and advocacy.You will be integral in building...


  • Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $120,000 - $180,000

    Customer Success SpecialistJob Description:We are seeking a skilled Customer Success Specialist to partner with our clients and help them maximize the value of our products and solutions.Responsibilities:Work closely with customers to understand their business needs and provide tailored solutions using our products.Develop and maintain strong relationships...


  • Sydney, New South Wales, Australia Pearson Full time

    **ABOUT THE ROLE**:Pearson is looking for a **Customer Success Manager** with experience, passion, and proven talent to join our Higher Education team. As Customer Success Manager (CSM) you will support the Higher Education post-sales customer lifecycle, with a strategic focus on customer onboarding, adoption, retention, and advocacy. You will be integral in...


  • Sydney, New South Wales, Australia Buscojobs Full time

    OverviewAssociate Customer Success Manager jobs in SydneyThis is a Customer Support Specialist role with Klaviyo based in Sydney, NSW, AU== Klaviyo ==Role Seniority - juniorMore about the Customer Support Specialist role at KlaviyoCustomer Support Specialists (called Product Experts at Klaviyo) are a critical part of our future success.We take the success of...


  • Sydney, New South Wales, Australia Teletrac Navman Full time

    If you're passionate about customer success and thrive in a dynamic, fast-paced environment, we want to hear from you Join us at Teletrac Navman and be part of a team that's driving innovation and making a real difference for our customers.As a Customer Success Specialist at Teletrac Navman, you'll be at the forefront of ensuring customer satisfaction and...