SAP Preferred Success - Digital Customer Success Manager 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. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and aligns with 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. SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economies, uplift societies, and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives. The Customer Success Team strives to further improve our innovative service portfolio and customer engagement programs, increase delivery efficiency, and enhance business outcomes for customers, making them more efficient and accelerating time to value. This includes all SAP solutions across all cloud offerings. Our aims are to: 1. Deliver : Reach out for business outcomes (IT and LoB) at our customers, increase the value customers get from their maintenance/subscription agreement, and continuously improve delivery efficiency (scalability). 2. Observe : Shape existing SAP Enterprise Support and SAP Preferred Care support offerings to meet evolving market demands such as in-memory computing, mobile, and cloud. 3. Innovate : Drive the evolution and development of new SAP Enterprise Support and SAP Preferred Success offerings. Our customers expect more than incident resolution from support. With SAP Preferred Success, they gain mission-critical assistance, enhanced service levels, and access to SAP experts to resolve issues and stay flexible for future innovations. Responsibilities, Expectations, and Tasks This client-facing role involves supporting and guiding customers on business strategy and transformation after sales. It emphasizes relationship-building and proactive support to promote customer satisfaction, product adoption, and retention & renewals. The role manages diverse, high-profile, and key accounts. Key tasks include: - Developing trusted relationships with stakeholders, understanding and responding to customer needs, and focusing on value. - Understanding customer environment and cloud strategy. - Defining and executing targeted support engagement plans to achieve business goals and improve the Preferred Success scorecard. - Providing expertise on SAP Cloud solutions. - Facilitating access to product and functional expertise, e.g., via Empowerment Sessions. - Conducting personalized Quarterly Release Reviews to maximize feature adoption. - Anticipating and resolving top customer issues, acting as escalation point, and collaborating across departments. - Performing trend analysis for proactive risk mitigation. Knowledge, Skills, and Competencies Successful candidates have a proven record in account management, are proactive learners, and excel in problem-solving within fast-paced environments. They focus on details, communication, follow-up, and exceeding customer expectations. Bring the following: - Customer orientation and collaboration skills with IT and LoB decision-makers. - Understanding of IT landscapes and SAP solutions during transitions, implementations, and operations, including cloud, standalone, or hybrid environments. - Knowledge of SAP Preferred Success and SAP Cloud solutions is advantageous. - Ability to work independently under pressure, take ownership, and deliver results. - Excellent verbal and written communication skills in English. Qualifications and Work Experience - 3-5 years of Customer Success Management experience is preferred. - Over 5 years of customer-facing experience working with project and senior management levels. - Proven ability to manage issues, scope, and quality within deadlines. - Experience working in global/virtual teams and transferring knowledge through coaching or mentoring is advantageous. Bring out your best SAP innovations help over four hundred thousand customers worldwide work more efficiently and leverage business insights. Originally a leader in ERP software, SAP now offers end-to-end business applications, analytics, intelligent technologies, and experience management. As a purpose-driven, future-focused cloud company with millions of users and thousands of employees globally, we are committed to connecting industries, people, and platforms to solve challenges effectively. We win with inclusion SAP’s culture promotes inclusion, health, well-being, and flexible work models to ensure everyone feels included and can perform at their best. We believe our diversity strengthens us and invest in our employees' growth. We are committed to equal employment opportunity and accessibility for applicants with disabilities. For accommodations, contact: EEO Statement Qualified applicants will be considered regardless of age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity, veteran status, or disability. Candidates may undergo background verification. Requisition ID: 429529 | Work Area: Sales | Travel: 0-10% | Employment Type: Full-Time | Locations: #LI-Hybrid Job Segment: Cloud, ERP, SAP, Database, Technology, Customer Service #J-18808-Ljbffr