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

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Ihre Aufgaben

The 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 to spend per customer, manage target accounts objectives, with a strong focus on retention risk

• The CSM manages the renewal cycle across customers in her/his portfolio with strong focus on Churn Mitigation. The CSM is accountable for ensuring visibility to 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 upsell and cross-sell within their customer base

• Engages as the trusted advisor on the CSM's accounts within to develop trusting and deep relationships with customer stakeholders

• Identifies the critical customer accounts within their portfolio, and 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 the peers in the S/4HANA Solution Area to develop optimal coverage strategies for cross-Solution Area customers.

Ihr Profil

• Bachelor´s or master's degree; MBA or related post-Bachelor qualification is advantageous

• 5+ years' experience in the following areas Sales, Pre-Sales, Services or Solution/Product Management

• 3+ years of overall Supply Chain Management experience is a plus

• Deep demonstrated program and project management experience, including demonstrated experience in business process transformation and re-engineering disciplines

• Senior-level or operational experience managing complex customer engagements

• Excellent Customer Engagement experience, incl. territory plan development, target setting, escalation management and people management

• Very good Line of Business experience across Supply Chain, Asset Management, Logistics, and Manufacturing

• Fluent German and English language skills are mandatory.