Regional Head of Customer Success Management - Southern Europe&Italy(f/m/d)

Job Description

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Position: Regional Head of Customer Success Management Southern Europe & Italy

Location: Southern Europe & Italy

Organisation: SAP Business Transformation Management (LeanIX and Signavio)

About the Role:

We are seeking an experienced SaaS customer success leader to support a team of Customer Success managers across Southern Europe & Italy in our rapidly growing organisation. You will be responsible for driving customer first mindset and client engagement model that empowers our customers to be successful, not only retains them. Under your leadership BTM will report high customer NPS scores, healthy adoption and consumption rates, target retention and renewal rates. Adoption and value led expansion will be one of your key objectives which will be supported by extended regional team under your proactive leadership and guidance.

What you'll do:

• Owns strategy execution in the market units accountable for achieving key KPIs, team management and coordination, customer escalation and QBR management
• KPIs and success criteria: BTM solution consumption, renewals and expansion targets
• Accurate forecasting of the renewal and churn rates across strategic and digital
• People objectives: ensure specialised expertise, team development and progression
• Create engaging and value adding customer communities in your region
• Drive and facilitate extended team collaboration across sales, post-sales, marketing, services, product and partner managers to empower your team drive customer value
• Build deep relationships with selected customers and act as executive sponsor
• Support team in upskilling and deploying Value identification and realisation methodology cross all selected customers
• Ensure strategies and plans are in place to mitigate customer churn/achieve expansion
• Lead and support a team of CSMs through organisational change after a recent LeanIX acquisition: help expand their network, build bridges to stakeholders

What you bring:

• Customer Value First mindset and thought leadership
• Strong leadership, accountability, proactivity and collaboration mindset;
• Executive presence and relationship building skills
• Experience and passion for managing high performing teams, talent development
• Proven ability to handle difficult customer situations, resolve complex issues
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of SAAS, experience with cloud software solutions and delivery models
• Strong analytical, coaching and communication skills
• Expert negotiation support skills
• Relationship-driven mindset, excellent verbal and non-verbal communication skills

Travel: 25 – 30 %

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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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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.

Requisition ID: 411323 | Work Area: Sales | Expected Travel: 0 - 50% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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