Customer Success Manager (f/m/d) Digital Supply Chain

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YOUR FUTURE ROLEThe Specialized Customer Success Manager (f/m/d) (S-CSM) works in a team of Customer Success Managers (CSM) to guide our Digital Supply Chain customers through their journey with our solutions. The S-CSM ensures that customer satisfaction, retention, renewals, references, and upsells/cross-sells for Cloud products within the CSM's own Digital Supply Chain customer portfolio are achieved. They achieve this by building strong relationships with the customers and helping them maximize the value of their partnership with SAP.Tasks and responsibilities:

• Defines the go-to-market and engagement strategy for their defined customer base, including how much time and focus on spending per customer, managing target accounts objectives, with a strong focus on retention risk.
• The CSM manages the renewal cycle across customers in her/his portfolio with a strong focus on Churn Mitigation. The CSM is accountable for ensuring the visibility of renewal data (UfR, Chance of Success, and forecast R/R) in collaboration with the CSM Manager and CRC.
• The CSM manages the upsell outlook for renewal and replacement-based upsell opportunities. Sets realistic stretch targets for upselling and cross-selling within their customer base.
• Engages as the trusted advisor on the CSM's accounts to develop trusting and deep relationships with customer stakeholders.
• Identifies the critical customer accounts within their portfolio, ensures CSM account oversight and accountability, and utilizes proper escalation channels to senior management as required.
• Establishes programs to improve customer satisfaction over baseline across customers within their defined portfolio.
• Works with Product Marketing to ensure audience engagement sessions take place frequently in the territory and are communicated to customers.
• Establishes realistic stretch targets for customer references within the defined customer base. Supports other CSMs in their territory to identify target references and pushes for reference stories across accounts.
• Drives integration across the S/4HANA Solution Area, expanding own capabilities from DSC focus towards the S/4 and HEC specialized areas
• Collaborates with peers in the S/4HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers.

• Minumum: A bachelor's degree in business, economics, or otherrelated fields.
• 3+ years' experience in the following areas: Sales, Pre-Sales, Services, or Solution/Product Management.
• 1+ years of overall Supply Chain Management experience is a plus.
• First Customer Engagement experience, incl. territory plan development, target setting, escalation management, and people management.
• Good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing.
• Excellent communication and presentation skills in German and English language skills, written and spoken, are a must.

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 choosefrom.

The salary, exceeding the collective agreement, starts at a gross amount of €47.000 (excluding bonus) and varies according to individual qualifications and work experience.

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: . For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 413163 Work Area: Sales Expected Travel: 0 - 50% Career Status: Professional Employment Type: Regular Full Time Additional Locations: .

Job Segment: Supply Chain, Logistics, Supply Chain Manager, ERP, Cloud, Operations,

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