Descripción del Puesto:
Última información laboral de SAP SE para la posición de CSM Manager. If the CSM Manager vacante en Las Condes coincide con tus calificaciones, envía tu solicitud o currículum directamente a través del portal actualizado de Jobkos.
Ten en cuenta que aplicar a un trabajo puede no ser siempre fácil, ya que los candidatos deben cumplir con ciertos requisitos establecidos por la empresa. Esperamos que esta oportunidad en SAP SE para la posición de CSM Manager se ajuste a tu perfil profesional.
Job Overview
The CSM Manager engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Regional Vice President for Customer Success Manager is responsible for the management, orchestration of resources and execution of activities for a SCSM team that has a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Manager drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.
Core Tasks
- Leading SCSM team towards strategic results defined in the correspondent GTM period
- Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance
- Build trusted relationships with customers, in order to support value-based consumption focused activities
- Monitors SLA performance and maintain high level of customer satisfaction
- Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
- Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
- Act as primary point of escalation for customers account issues
- Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
- Identify opportunities at customer to grow SAP footprint through expansion of licenses or services
Key Responsibilities & Tasks
- Customer Success:
- Engages with senior and mid-level executives within the customer's buying center / LoB as a trusted advisor to ensure customer’s success with SAP cloud subscription solutions with a given Domain or scope of assignment.
- Executes LoB/Buying Center level Relationship Assessments and provides implementation guidance and ensure implementation success (activation).
- Develops, maintains, and actions buying center or LoB-level Outcome Success Plan (OSP), and conducts regular customer success/ business reviews to assess and deliver deeper customer value;ie to drive customer consumption and usage of all entitlements within the LoB / buying center.
- Stays knowledgeable on customer’s industry, business strategy, LoB strategy, market conditions/climate, as well as LoB(s).
- Clients Engagement Direction:
- Make sure that every SCM in the team acts as a primary post-sales customer executive point of contact at the buying center / LoB solution level, establishes relationship governance.
- Orchestrates success resources across SAP to accomplish customer's desired outcomes. (incl Partner if applicable).
- Proactively addresses improvement opportunities identified via NPS or other means.
- Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders.
- Assures assignment and active / purposeful engagement of LoB post-sale SAP & Partner (incl, implement partner) supporting roles as required.
- Consumption & Commercials:
- Monitors and drives LoB adoption / consumption and documents business impact.
- Identifies and mitigates risks to current and future reoccurring revenue.
- Oversees customer cloud subscription, renewals and other commercial events and works with the Customer Renewal Center (CRC) to Manage customer cloud renewals.
- Maintains close alignment with sales and discovers and communicates upsell/ cross-sell opportunities.
Experience & Educational Requirements Account Management
- +5 years of experience in account management related activities resulting in a demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status.
- Good knowledge of how companies operate / business models, strategies and LoB business processes.
- Demonstrated success in dealing with difficult customer situations.
- Proven ability to driving renewals, expansions and up-sells of subscription or perpetual license-based solutions / services; sales savvy & able to identify new opportunities for customer to leverage new or expanded SAP solutions.
- Deep knowledge of how SAP operates and drives Customer Value Journey
Functional Expertise
- Expert level buying center / LoB(s) domain expertise with deep expertise in one or more industry a plus.
- Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits.
- Knowledge of SAAS and IAAS processes including provisioning, onboarding, and customer support.
- Business outcome / value realization modelling and ROI experience; creation of account plans.
Soft Skills
- Team leadership
- Sponsors/Stakeholders relationship management
- Expert relationship building skills.
- Excellent verbal and non-verbal communication skills.
- Expert governance and stakeholder management skills.
- Strong commercial / deal support skills especially subscription based.
SAP-Specific Knowledge
- Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in assigned buying center and its underlying LoBs.
- Deep understanding of LoB products, relationships with solution management organization and related partner ecosystem as appropriate.
- Detailed understanding of navigating SAP’s support processes, Organization(s) and tools (e.g., Customer Engagement Workplace, Gainsight, CRM, functionality adoption reporting etc.).
- Significant experience in business software, Bachelor’s degree or equivalent required.
Equal Employment Opportunity
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
SAP is committed to the values of Equal Employment Opportunity and provides 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: .
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Información de la Vacante:
- Empresa: SAP SE
- Puesto: CSM Manager
- Lugar de Trabajo: Las Condes
- País: CL
Cómo Enviar tu Postulación:
Después de leer y comprender los criterios y requisitos mínimos explicados en la información del trabajo CSM Manager at the office Las Condes anterior, completa de inmediato tus archivos de solicitud, como carta de presentación, CV (Hoja de Vida), copia de diploma y otros suplementos. Envía a través del enlace Siguiente Página abajo.
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