CX Customer Success Partner Expert

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.

** This role is based in the Netherlands because of customer proximity requirements and we can only consider candidates which will not require a relocation **

The SAP Customer Experience (CX) Customer Success Manager Expert (S-CSM) is responsible for the daily management of selected CX customers. The S-CSM’s mission is to secure customer retention, renewals and drive upsells by building strong relationships with key stakeholders and ensuring adoption of functionality to maximize the value of customer partnership with SAP. The S-CSM is the primary point of contact and is expected to have a strong view of what ‘cloud operations’ means and be able to articulate that viewpoint to the customer.

Trusted Advisor / Drive Customer Value

The S-CSM is the customer’s trusted advisor and principal advocate into SAP. A S-CSM partners with their customers throughout the different phases of their transformation journey:

• Primary post-sales customer executive point of contact at Solution Area level, establishes and maintains engagement governance.
• Assuring the continuity of the customer's cloud subscription-based solutions and maximizing their usage at the product level.
• Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders.
• Conducts regular customer success/business reviews with the customer executives to assess and deliver deeper customer value realization.
• Proactively engages with customer business owners for new Demand Generation
• Documents and supports customer’s LoB level business strategy, objectives and goals, reviews business cases, facilitates value realization.
• Develops, maintains, and actions Solution Area Adoption Plans
• Orchestrates customer success and Premium Service delivery.
• Creating and agreeing on a customer roadmap to improve product adoption and maximizing the perceived value of the customer’s subscription.
• Providing leading practice advice to their customers, leveraging their knowledge of enabling cloud technology, embedding governance, and managing sustainable change.
• Developing a proactive ‘customer first’ renewal and expansion plan to secure long term customer retention whilst partnering with internal SAP teams to streamline the customer experience.
• Utilizing their commercial and business acumen to help answer customer queries to ensure licensing compliance and optimized contractual opportunities.
• Act as primary escalation point for cloud solutions for those accounts within their portfolio.

Work Experience and Qualifications

Proven experience in the following areas:

• At least 6 years of relevant experience in managing customer life cycle either with SAP customers, partners, or consulting organizations.

• Experience in SAP Customer Experience (CX) is preferred.
• Strong knowledge of SaaS models with a cloud mindset.
• Should be an excellent problem solver who understands digital transformation.
• Experience acting as a trusted and strategic advisor to customers.
• Experience in managing complex customer engagements.
• Excellent oral and written understanding of the Dutch & English language.
• Commercial Mindset

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: 448320 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid