SAP Digital Customer Success Manager At SAP, our culture is built on collaboration and a shared passion to help the world run better. We focus on building a foundation for tomorrow and creating a workplace that values differences, flexibility, and purpose-driven work. SAP values entrepreneurship, fostering creativity, and lasting relationships with employees. A diverse and inclusive workforce keeps us competitive, providing opportunities for all. Together, we transform industries, grow economies, lift up societies, and sustain the environment. The Customer Success Team strives to improve our innovative service portfolio and customer engagement programs, increasing delivery efficiency and business outcomes for customers. This includes all SAP solutions across cloud solutions. Our goals are: - Deliver: Reach business outcomes at customers, increase value from maintenance/subscription agreements, and continuously improve delivery efficiency. - Observe: Shape existing SAP Enterprise Support and Preferred Care support offerings, adapting to market demands. - Innovate: Drive evolution and development of new SAP Enterprise Support and Preferred Success offerings. SAP Preferred Success provides mission-critical assistance, including services and assets in SAP Enterprise Support, plus specific service levels and expert SAP contacts to resolve issues and accommodate future innovations. Responsibilities, Expectations, and Tasks: This role delivers ongoing support and guidance on business strategy and transformation topics after the sales cycle. Relationship-building and proactive support activities promote overall customer satisfaction, product adoption, and retention. Key tasks include: - Developing trusted relationships with stakeholders and decision-makers, understanding and responding to customer needs. - Understanding key elements of the customer's environment and Cloud strategy. - Defining and driving targeted goal-based support engagement plans to realize key business outcomes. - Providing expertise to customers' use of SAP Cloud solutions, focusing on SAP Cloud. - Facilitating access to product and functional expertise via Empowerment Sessions. - Providing personalized Quarterly Release Reviews to support customers developing strategies that maximize feature adoption. - Meeting customer expectations by anticipating and resolving top issues, acting as an escalation point and collaborating with other departments as needed. - Carrying out continuous trend analysis for proactive risk mitigation. Knowledge, Skills, and Competencies: You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions leading to ultimate customer success and satisfaction, focusing on details, particularly communication, follow-up, and documentation. Required skills include: - Customer orientation and quality focus, with skills to interact/collaborate with customer IT and LOB decision-makers. - Understanding of IT landscapes and lifecycles, with a specific focus on SAP Solutions during transitions, implementations, and operations phases for cloud, standalone, or Hybrid (e.g., Cloud and On-premise). - Knowledge of SAP Preferred Success and included service offerings is an advantage. - Knowledge of SAP Cloud solutions is an advantage. - Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic). - Excellent communication, enthusiastic, strong work ethic, and positive attitude. - Fluency in English. Qualifications and Work Experience: 3-5 years of previous Customer Success Management experience is an advantage. 5+ years of working experience with a proven ability in a customer-facing role to work with dedicated customers on project and senior management level. Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within time requirements. Experience in working in global/virtual teams is an advantage. Experience in transferring knowledge to others (coaching & mentoring) is an advantage.