CSM Market Unit Leader

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Your Future Role as the CSM Market Unit Leader

The CSM Market Unit Leader, is a leader of a multi-faceted organization that supports the end-to-end customer journey for the Market Unit organization and is responsible for leading the Customer Management MU strategy and execution for Cloud customer success and revenue retention and expansion, working broadly across the SAP organization (i.e., Sales, Solution Area CSMs, Digital CSMs, Indirect pCSMs, etc). This individual will lead and manage the Cloud presence in the Market Unit to implement and scale the MU operations to achieve Customer revenue growth goals, customer retention, and customer satisfaction goals.

The CSM Market Unit Leader is also expected to create a transformational mindset culture as SAP continues its journey to become a top performing cloud company. The ideal candidate will be a proven leader with deep Customer Success Management and Engagement domain expertise and knowledge on developing and maintaining customer relationships along all phases of the customer journey.

Your Key Responsibilities Include:

Customer Success Management

• Accelerate customers' transformation to Cloud while minimizing churn through prioritizing value-driven sales cycles, a focus on adoption, consumption, and value realization.
• Responsible for the accurate and timely reporting of the Market Unit renewal and churn forecast in collaboration with Sales, Revenue Operations, CS&D, Solution Areas, dCSM and PES teams. Manage and drive churn reduction and churn recovery to improve and overdeliver churn and renewal rate targets.
• Lead MU team execution for Revenue Retention programs, Public cloud Adoption and Churn Risk Avoidance.
• Liaise with Product and Solution leadership to communicate feedback regarding performance, product development needs, evolving strategy and market conditions affecting the business requirements and roadmap priorities, representing the voice of the customer and field

GTM and Operational CSM Planning

• Operationalize the transformation of Customer Success Management with cross-collaboration between Customer Success, CS&D, and Product Engineering Board Areas.
• Support and drive Market Unit CSM demand generation initiatives, working with Demand Management, Sales, and Marketing to further Cloud's growth.
• Prepare and deliver a renewal execution strategy optimizing renewals for profitability and customer satisfaction
• Drive innovation and incubation areas through the introduction of AI everywhere, adoption of digital modalities and extension of digital motions along the customer value lifecycle via a tight interlock with the Customer Success go-to-market and transformational strategies.

Steering & Business Execution

• Define HC coverage and capacity and skill specialization requirements across responsible business units
• Define and report against steering KPIs for the Customer Success Management organization
• Strategically support the development of accounts and renewal opportunities

The CSM Market Unit Leader will be responsible for interlocking with the following Market Unit teams to drive the end-to-end customer value journey and support SAPs cloud growth strategy.

Customer Renewal Center (CRC)

• Continuously drive on-time renewal business execution through strategic deal negotiation, commercial expansion, and accurate renewal forecasting.
• Focus on strategic revenue programs like price increase, SAP Preferred Success, consumption, margin and early/multi-year renewals to expand SAP’s footprint at time of renewal.

Digital Customer Success Management (D-CSM)

• Provides scalable, proactive engagement for a broad base of customers to help them realize their full potential with SAP's solutions
• Delivers a standardized customer experience and predictable growth and retention for SAP.

Customer Ambassadors

• Helps our customers deploy and adopt SAP solutions, enable innovation, identify project risk and reduce total cost of ownership.
• Run effectively revenue retention programs

Experience:

• Customer Focus: Well- respected, proven leader with a strong focus on the Customer and Customer success. In depth understanding of SAP Solutions, the wider market and the differentiators which SAP can leverage for success.

• Leadership: Track record of solid line and dotted line organization management manifested by high leadership trust score and employee engagement score. Culturally aware with an appreciation and understanding of how to best engage and solution across the Market Unit.

• Business performance: Ability to impact and / or directly deliver non-linear top line growth; track record engaging with customer-facing, sales, services, support or customer engagement organizations

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
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 world.

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: Careers@sap.com.

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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), 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.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 444397 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid