Regional Vice President for Customer Success Manager

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.

The Regional Vice President for Customer Success Manager 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 Regional Vice President for Customer Success Manager is responsible for the management, orchestration of resources and execution of activities for a SCSM team that has 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 Manager drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.

Core Tasks:

• ​Leading SCSM team towards strategic results defined in the correspondent GTM period

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, in order 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​

Key Responsibilities & Tasks

The Regional Vice President for Customer Success Manager make sure the SCSM team proactively engages with an assigned portfolio of customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle. The Regional Vice President for Customer Success Manager is the trusted advisor to the senior executives in a customer's buying center to guide the customers to achieve business outcomes by engaging as a trusted advisor to the different customer’s senior executives within a customer’s buying center for each stage of the customer’s transformation. The Regional Vice President for Customer Success Manager has overall responsibility for assuring the continuity of the customer’s cloud subscription-based solutions and maximizing their usage at the product level. To achieve this the S Regional Vice President for Customer Success Manager provides LoB expertise regarding transformation, business process, and value realization. They are supported by multiple relevant centers of experts. The Regional Vice President for Customer Success Manager positively impacts SAP’s business performance, securing renewals, reducing cancellations and enabling business to expand.

The main areas of responsibility are:

1. Customer Success:

• Engages with senior and mid-level executives within the customer's buying center / LoB as a trusted advisor to ensure customer’s success with SAP cloud subscription solutions with a given Domain or scope of assignment.
• Executes LoB/Buying Center level Relationship Assessments and provides implementation guidance and ensure implementation success (activation).
• Develops, maintains, and actions buying center or LoB-level Outcome Success Plan (OSP), and conducts regular customer success/ business reviews to assess and deliver deeper customer value;ie to drive customer consumption and usage of all entitlements within the LoB / buying center.
• Stays knowledgeable on customer’s industry, business strategy, LoB strategy, market conditions/climate, as well as LoB(s).

1. Clients Engagement Direction:

• Make sure that every SCM in the team acts as a primary post-sales customer executive point of contact at the buying center / LoB solution level, establishes relationship governance.
• Orchestrates success resources across SAP to accomplish customer's desired outcomes. (incl Partner if applicable).
• Proactively addresses improvement opportunities identified via NPS or other means.
• Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders.
• Assures assignment and active / purposeful engagement of LoB post-sale SAP & Partner (incl, implement partner) supporting roles as required.

1. Consumption & Commercials:

• Monitors and drives LoB adoption / consumption and documents business impact.
• Identifies and mitigates risks to current and future reoccurring revenue.
• Oversees customer cloud subscription, renewals and other commercial events and works with the Customer Renewal Center (CRC) to Manage customer cloud renewals.
• Maintains close alignment with sales and discovers and communicates upsell/ cross-sell opportunities.

Experience & Educational Requirements

Account Management

• +5 years of experience in account management related activities resulting in a demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status.
• Good knowledge of how companies operate / business models, strategies and LoB business processes.
• Demonstrated success in dealing with difficult customer situations.
• Proven ability in driving renewals, expansions and up-sells of subscription or perpetual license-based solutions / services; sales savvy & able to identify new opportunities for customer to leverage new or expanded SAP solutions.
• Deep knowledge of how SAP operates and drives Customer Value Journey
  
  Functional Expertise
• Expert level buying center / LoB(s) domain expertise with deep expertise in one or more industry a plus.
• Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits.
• Knowledge of SAAS and IAAS processes including provisioning, onboarding, and customer support.
• Business outcome / value realization modelling and ROI experience; creation of account plans.

Soft Skills

• Team leadership
• Sponsors/Stakeholders relationship management
• Expert relationship building skills.
• Excellent verbal and non-verbal communication skills.
• Expert governance and stakeholder management skills.
• Strong commercial / deal support skills especially subscription based.
  

SAP-Specific Knowledge

• Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in assigned buying center and its underlying LoBs.
• Deep understanding of LoB products, relationships with solution management organization and related partner ecosystem as appropriate.
• Detailed understanding of navigating SAP’s support processes, Organization(s) and tools (e.g., Customer Engagement Workplace, Gainsight, CRM, functionality adoption reporting etc.).
• Significant experience in business software, Bachelor’s degree or equivalent required.

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: 451457 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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