Customer Success Partner Senior Advisor WalkMe (m/f/d)

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.

About the Role

WalkMe is growing and we want you to join us! Have you ever wanted to work for an industry leader? Well, how about an industry creator?! At WalkMe, we’re not just the leader in digital adoption, we started the digital adoption revolution - enabling organizations to measure, drive, and act to ultimately maximize the impact of their digital transformation and accelerate the return on their software investment. And with over 2,000 clients, including more than a third of Fortune 500 companies, working with us daily, we’re changing how enterprises interact with their technology. We’re looking for a Rockstar Customer Success Manager to help take digital adoption and WalkMe to the next level. As a Customer Success Manager, you’ll be responsible for being a trusted advisor to a portfolio of up to 10 Fortune 1000 WalkMe customers managing a book of up to $6M in annual revenue, helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals, and recommend solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.

What You’ll Own

● Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
● Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals/expansion.
● Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote up their Adoption Score.
● Educate customers on the most relevant features of their specific requirements.
● Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
● Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
● Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
● Monitor customer health to reach out to customers before risks escalate and identify remediation options.
● Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

Required Qualifications

● 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives.
● Experience managing a quarterly retention and growth quota.
● You've maintained a book of Enterprise customer accounts (4000+ Employees).
● Increase customer satisfaction, adoption, and retention applying to a technical product.
● High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
● Fluent German and Englisch langauge skills

​

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.

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: 454854 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

​