GC CSM Lead - Beijing

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.

Job Family Definition

Customer Success Partner

The Customer Success Partner engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Customer Success Partner is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Partner drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.

Core Tasks:

• ​Reporting to the Growth Officer of Greater China, this role is responsible for designing and overseeing the execution of Cloud adoption and consumption motions. The focus is on both Private and Public Cloud customers to drive a healthy business across the region.

• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance
• Build trusted relationships with customers to support value-based consumption focused activities
• Monitors SLA performance and maintain high level of customer satisfaction
• Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
• Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
• Act as primary point of escalation for customers account issues
• Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
• Identify opportunities at customer to grow SAP footprint through expansion of licenses or services​

Career Level Description

T4PF (Expert)

​Project path specific definition (for the Functional path specific definitions please view below):

Accountability

• manages projects, defines deliverables and provides definitive advice and interpretation of situations
• ensures business critical & innovative results
• ensures that goals and milestones are met and approved budgets are managed appropriately
• manages escalation appropriately
• tracks single project budget line
• builds strategic partnerships with key decision makers in customer & partner organization
• may include team lead or supervisory responsibilities

Complexity

• manages projects of high volume or high risk/complexity
• provides regular project status and updates

Experience

• sound professional experience
• deep knowledge of project management skills
• depending on LoB has a PMI, Six Sigma or equivalent certification
• if in Six Sigma has black belt

Communication

• represents SAP to customers' - is responsible for delivery of quality outcomes of projects of high volume or high risk
• represents SAP to customers
• finds common ground for cooperation within project team
• formulates clear project plans incl. milestones, timeline and sub projects
• communicates messages relevant for project in a timely manner and with constructive feedback to project team
• captures opinions and expectations of stakeholder and communicates them to the project team

Accountability

• manages expertise ensuring business critical & innovative results
• responsible for delivery of outcomes of complex and innovative functional issues integrating client needs, strategic business goal of the function and financial objectives
• involved in directing the implementation and execution of functional business plans integrating functional and financial objectives
• can make functional decisions and recommendations of a broad nature
• may include team lead or supervisory responsibilities

Complexity

• shares in-depth knowledge and experience with direct team to enable decision-making and provide innovative solutions to complex business issues
• works on complex technical projects or business issues requiring strong technical knowledge

Experience

• deep professional experience in several areas
• has strong functional skills
• broad knowledge of all areas within particular corporate sub-function or a function within division

Communication

• represents the company externally on specific subject matters
• finds common ground for functional cooperation
• communicates clear functional requirements and targets
• effectively settles different functional perspectives
• communicates messages related to area of expertise in a timely manner and with constructive feedback to colleagues & managers

Key Responsibilities & Tasks

Purpose
To act as a trusted advisor and thought leader, delivering end-to-end customer success strategies that align with business goals and drive customer transformation. The role fosters cross-functional collaboration and ensures ongoing value and growth through innovative SAP solutions.

Key Responsibilities
include but are not limited to

• MBA preferred.
• Proven track record of successfully managing Cloud consumption.
• Strong background in driving customer adoption and long-term business health.

• Orchestrate the development of transformation roadmaps, business architecture, and desired customer outcomes in alignment with business cases and partner reviews
• Coordinate SAP solution propositions delivered by solution advisors and executed outcome-based roadmaps for customers with a long-term view
• Develop and implement Customer Success Plans, ensuring First and Full Value aligned with customer goals, and identify and mitigate risks.
• Drive SAP solution renewal by demonstrating ongoing value and extending customer transformation to accelerate growth
• Innovate and collaborate with customers to fuel new growth opportunities and ensure continuous business success

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: 452364 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid