Customer Success Partner Expert（CX）

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:

S-CSM (Specialist Customer Success Manager) enables their customers’ long-term success through multiple account management avenues by utilising some of the core account management practices.

The focus of this position is to join the CX Customer Success Manager (CSM) team and become the trusted advisor to some of our flagship APAC customers, helping them drive a roadmap for CX adoption and consumption across their organisation.

• Responsible to Build, develop and manage relationships with Strategic and Enterprise customers, from C-level executives to Project execution levels with both Business and IT stakeholders across the region, ensuring they are successful in adopting the CX solutions, resulting in customer satisfaction, retention, and growth
• Understanding customer’s business models, priorities, objectives, and goals to identify potential operational and commercial risks, retain current revenue footprint and more importantly focus on expansion opportunities
• Help customers to accelerate and Innovate with Growth mindset and device a plan towards defining CX roadmap which aligns with their business priorities
• Developing and executing a proactive “customer first” retention and expansion strategies in conjunction with other internal SAP account team members
• Working proactively with customers to improve consumption and maximizing the value of the customer’s subscriptions
• Providing leading practice advice and guidance to customers for operating their Customer Experience cloud solutions and related governance
• Complete Relationship Assessments, Outcome Success Plans, initiate tracking, and maintain associated tasks for each account in the portfolio
• Utilizing commercial and business acumen for commercial queries and to ensure licensing compliance, renewal forecast, and optimized contractual opportunities

WHAT YOU BRING:

• Experience working in the SAAS Enterprise. Your background could be Software Engineering, Solution Management, Project/Product Management, Project Implementation, Pre-sales, Technical Customer Engagement, Customer Success, Proactive Support Services, Consulting, etc.

• Minimum of 10+ years of experience managing complex customer engagements or other customer facing experience
• A self‐starter, with energy, drive, the ability to manage multiple priorities and work independently and problem solve
• Have a strong customer first mindset and customer empathy.
• New ideas, Open to change, passion for learning new things and enjoy problem solving.
• Strong oral and written communication skills with the ability to credibly present and communicate recommendations to C-Level & senior management in organizations.
• Work Experience or Domain Knowledge in at least one of SAP Customer Experience solutions such as Sales, Service, Marketing, Commerce, AI is highly valued.
• Any background in retail industry solutions of SAP would be rated highly.
• An engineering mindset with technical solutions understanding and architecture understanding

• Strong understanding of Cloud concepts and can guide customers on technology architectures and strategies. Certifications in enterprise architecture is not required but highly valued
• Experience developing value differentiation of solutions to upsell and cross-sell, account management plans and with contract negotiations
• Manage complex organizational dynamics both internally at SAP, as well as externally with customers and partners.

Meet your team

We pride on a work environment that is inclusive and diverse. Every idea and perspective are valued. The SAP Customer Experience CSP team is committed to sustain each other to ensure success, both individually and as a team. We have a pay it forward mentality and are always willing to help our colleagues. Our culture is built upon attributes such as collaboration, mutual trust, open communication, inclusiveness, celebrating success of team with a clear understanding of collective objectives and core values.

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: 444566 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid