Digital Customer Success Manager (D-CSM) - Generalist EMEA North - BARCELONA - English Speaking

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Summary:
The SAP Customer Success Management organization is aiming to create an industry-leading Digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help, guidance, and experts from SAP (Digital Customer Success Managers) to our customers after they have purchased an SAP solution. The objective of this function will be to optimize the customer onboarding and adoption processes to improve renewal rates, customer satisfaction and customer success in the Digital customer segment through a consistent, efficient, scalable methodology across different SAP cloud lines of business.

The role of the Digital Customer Success Manager (CSM) has been an effective method when engaging with the most important customers (top 5%) in a high touch manner. In order to scale, SAP needs to develop engagement models for all customer classifications (remaining 95%). To close this gap, the role of a D-CSM has been established for all SAP cloud lines of business. D-CSM’s will use a low touch/scale engagement approach in order to provide an excellent customer experience across a number of customers. The D-CSM will be located in several e-centers globally and have access to the latest digital tools.

The Role:
D-CSM’s will be working in a shared service environment covering multiple cloud solution accounts in the Digital Segment and interacting proactively (direct reach out) and reactive (inbound/web). Customers can connect with one of many D-CSMs via a shared email address, a work in process scheduling app or through the work in process ‘Customer Watch List’ as defined by internal stakeholders such as CSPs, support, product management, sales, consulting etc.
Target New Customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes. D-CSMs will adapt a standard onboarding PPT to the specific customer and review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future via generic email and/or app.
Respond to risk scenarios – D-CSMs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices. Sharing SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1: many sharing sessions. Where relevant, experts will be brought in to address specific topics. Understand and deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal. Maintain customer interactions in Totango/Gainsight with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover. Document processes, create templates, and organize all content and team activities for transparency, team collaboration and effective onboarding of new D-CSMs as the role expands.
Expanding responsibilities over time - Increase enablement, adoption and usage of solutions that drive value for the customer. Identify areas for improvement across the existing subscription as well as additional software to help solve problems Support/Drive successful renewals working with all existing support teams (Renewal Center) The D-CSM needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes. The ability to influence teams reporting into the cloud LOB but supporting the Digital Engagement shared service will be key.

Responsibilities:
• Engage with a large portfolio of customers across different SAP cloud solutions, assist and guide them through the different phases of the lifecycle including onboarding, adoption, value realization and renewal
• Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes, best practices
• Empathize with every aspect of the customer experience, putting customers’ needs first,
• Build and leverage a network of key internal stakeholders from different functions that can support customer success
• Schedule and deliver targeted customer best practice guidance along the customer onboarding lifecycle
• Monitor effectiveness and syndicate best practices for digital customer engagement as they relate to improving customer onboarding, NPS, adoption, reference-ability, renewal rates and upsells.

Requirements:
• Location: Barcelona
• 3+ years of experience in a client facing role, ideally Pre-Sales or Customer Success, managing relationships with global, complex organizations, working with Cloud Business SaaS solutions.
• Previous experience working with SAP cloud SaaS solutions like S/4H, SCM, HCM, CX, BN, BTP it would be a distinct advantage.
• Experience working in the IT (software) industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management and Consulting would be an advantage.
• Commercial experience including developing and executing account management plans.
• Experience managing high volume of customer engagements.
• Proven ability to work with virtual/social tools to engage with customers.
• Proven experience working with diverse, cross functional organizations, both virtually and globally.
• Motivation and flexibility to work in a high-growth organization, with the ability to learn quickly and adapt to a fast-changing environment.
• Strong orientation to teamwork and collaboration.
• Proven ability to network across SAP and other cloud delivery teams
• Demonstrated ability to anticipate and solve problems and work across multiple tasks
• Excellent listening, written and oral communication skills.
• Working with customers across EMEA North, this job requires language fluency in English + Dutch, or French, or Nordic language (Mandatory)

​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.

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EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 422110 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Limited Full Time | Additional Locations: #LI-Hybrid.