Customer Success Manager Expert - Office of the CFO

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.

What you’ll do

The Specialist Customer Success Manager (CSP) – o CFO (office of the CFO) has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers. The focus of this position is two fold, to maximize the value that customers receive through SAP oCFO solution adoption to ensure that the customers deploy and use of all of their entitled subscription software. The sCSM is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management. The sCSM is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer.

Duties and Responsibilities

• Develop and implement account strategies and implementation plans for emerging and renewal customers that further existing account adoption and identify new business opportunities within assigned accounts. These plans should:
• Ensure rapid adoption and enablement of solutions that drive value for the customer.
• Expand business process automation across the specific Line of business applications.
• Increase the customer’s usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.
• Complete Relationship Assessments, Outcome Success Plans, initiate tracking, and maintain associated tasks for each account in the portfolio.
• Develop and nurture account relationship and engage C-Level and program sponsors to ensure customer success.
• Track SLA performance, usage and adoption metrics, and overall customer satisfaction.
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
• Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, Product support personnel, Global Account Directors, Managing Partners and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
• Act as primary escalation point for cloud solutions for those accounts within their portfolio.
• Focus on Customer extended adoption and foster solutions consumptions using all available tools, orchestrate experts deployment and AI use case consumptions
• Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth
• Demand generation within oCFO stack and cross fertilization of other sub-solution and Solution lines, follow-up on management and commercial negotiation of derivate opportunities (from Leads to opportunity closing) for Upsell and renewal
• Prepare and deploy strategy for Renewal and churn control of customer engagements.
• Facilitate quarterly Account Reviews and monthly Relationship Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships

What you bring

• 3 to 5 years of experience implementing, deploying and rolling out or advising customers on how to adopt Financial solutions experience.
• Strong Financial and office of the CFO solutions experience, as reference (at least one or more of these categories):
• Accounting & Finance planning (Blackline, SAP Advanced Financial Closing…)
• GRC, Tax and Trade (S4HC Advanced Compliance Reporting, SAP Doc and Reporting Compliance service, SAP Cloud Identity Access Governance….)
• SAP Taulia
• Quote to Cash (SAP CPQ, SAP Commerce Cloud,.)
• Treasury & Working Capital (S4HC Cash Management, S4HC Receivables Management, SAP Multi Bank Connect, S4HC treasury & risk mgmt, SAP Multi Bank Connect …)
• Experience in customer financial department (AP, AR, Controlling and Planing, compliance and audit…) as a optional value.

• 5+ years of experience in at least one of the following areas:
• Managing complex customer engagements
• Commercial experience including experience developing account management plans and contract negotiation
• Selling or delivering consulting services
• Developing / executing adoption strategy and orchestrating business process re-engineering tasks
• Securing Sr Leadership, Program Board or Baord reporting
• Overall Transformation program PMO direction
• Customer relationship management and sales team management expertise
• Proficiency in SAP Commercial and Account Management Systems: CRM/ Harmony, Gainsight, One360, Cloud reporting.
• Financial systems, financial planning and enterprise resource planning expertise
• Management of Complex Account consolidated experience

Preferred Qualifications

• Bachelor’s or Master’s Degree, Finance and Accounting degree or master degree.
• 5 + years of overall Finance processes and
• Strong track record of multi-tasking/being highly organized and structured
• Experience in Consulting, account management, SaaS renewals
• Contract negotiation experience on either the buy or sell side
• Analytical, Detailed oriented, capacity to be synthetic and commercial savvy
• Problem solving attitude with a high degree of Customer Focus.
• Multi-lingual: Proficient in English. One of the most spoken EMEA local language is a plus i.e. French, Italian, Spanish, Dutch, Arabic.

What you get from us

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

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: 447933 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid