HXM Customer Success Manager Senior Advisor

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.

RESPONSIBILITIES, EXPECTATIONS AND TASKS

The Customer Success Manager is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. In this updated role, you are expected not only to excel in face-to-face engagements but also to demonstrate excellent written and text-based communication skills through email and Teams Chat. You will invest time and effort in building and nurturing strong relationships with both customers and internal stakeholders, always acting in the best interest of the customer.

Key tasks include but are not limited to the following:

• Relationship Building & Communication
  • Develop a trusted relationship with key stakeholders and decision-makers from customers and SAP partners.
  • Engage with customers through both Face-to-Face and text-based communications (e.g., emails, chats, virtual meetings) ensuring clear, timely, and effective information exchange.
  • Be proactive in dedicating time to build and nurture relationships with customers and internal stakeholders to maximize customer success.
• Customer Environment & Cloud Strategy
  • Understand key elements of the customer’s environment and Cloud strategy.
  • Manage customers in SAP SuccessFactors and SAP Business Technology Platform, ensuring that customer needs are met with tailored solutions.
• Customer Engagement & Value Delivery
  • Understand and respond to customer needs with a focus on delivering true customer value.
  • Define and drive a targeted, goal-based engagement plan (Success Plan) that aligns with the customer’s objectives.
  • Provide expertise on SAP Cloud solutions to maximize product adoption and optimize the customer experience.
• Advisory & Escalation
  • Facilitate access to product and functional expertise in certain topic areas (e.g., via Empowerment Sessions).
  • Conduct tailored Release Reviews, supporting customers in developing strategies that maximize feature adoption.
  • Anticipate customer issues, orchestrate timely resolutions, act as an escalation point, and collaborate with other departments as needed.
• Sales Opportunity Enhancement
  • Execute Demand Discovery, Planning, and Execution activities to identify new sales opportunities and increase win rates.
  • Collaborate with sales teams to ensure that customer insights and market demands are translated into actionable strategies that drive growth.
• Internal Collaboration & Continuous Improvement
  • Collaborate with internal teams by providing important customer feedback, process improvement suggestions, troubleshooting tips, etc.
  • Embrace feedback and take on challenging assignments to improve skills, ensuring that your knowledge remains current.
  • Monitor work quality and identify opportunities for continual improvement.
• Self-Driven Professionalism
  • Act as a self-starter by proactively planning and executing necessary activities and training programs to drive personal and team success.
  • Take full ownership of your role, consistently seeking ways to enhance customer satisfaction and overall business outcomes.
• Work Mode Flexibility
  • Note that while this is primarily a remote role, occasional customer visits can be expected (up to 60% on-site presence).

KNOWLEDGE, SKILLS AND COMPETENCIES

You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up, and documentation, and you delight in exceeding customer expectations. You bring:

• A strong customer orientation with a focus on quality and an ability to interact and collaborate with IT and LOB decision-makers.
• Extensive customer-facing experience, with the ability to communicate effectively both in person and via text-based platforms.
• A cloud mindset and an understanding of Cloud deployments, particularly with SAP Activate methodology.
• The ability to communicate effectively with individuals at all levels, both internally and externally, exercising appropriate discretion.
• Proven ability to deliver results under pressure, work independently, and take ownership of tasks (i.e., a proactive driver, results-oriented, pragmatic).
• Excellent communication and presentation skills.
• An enthusiastic approach, strong work ethic, and positive attitude.
• Business or Fluent level Japanese language skills (written and verbal).
• Business level English language skills (written and verbal).

Plus:

• Experience in project management, consulting, or HR-related roles will be considered a strong asset.

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

• Education:
  • Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or an equivalent qualification.
  • A Bachelor’s or Master’s degree is required. An MBA is considered a plus.
• Experience:
  • 2-3+ years’ experience in a customer-facing role, with proven ability to engage with dedicated customers at the project and senior management levels.
  • Experience with SuccessFactors and Business Technology Platform is an advantage.
  • A proven track record in managing issues, scope, and quality, while ensuring that areas of responsibility and tasks are completed successfully within time requirements.
  • Experience in working in global or virtual teams is an advantage.
  • Experience in transferring knowledge to others (coaching & mentoring) is an advantage.
  • Knowledge of SAP Preferred Success and/or SAP Enterprise Support is an advantage.

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: 448345 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid