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

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Select how often (in days) to receive an alert: Create Alert

Select how often (in days) to receive an alert: 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 CSMs 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.

YOUR PROFILE:

• Bachelor´s or masters 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.