SAP Business AI S-CSM Manager (f/m/d) for MEE

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.

All SAP Locations in Germany like Berlin, Hamburg, Ratingen, Eschborn, Walldorf, Gerlingen, Hallbergmoos etc. are possible.

YOUR FUTURE ROLE

The Regional S-CSM Manager (f/m/d) for SAP Business AI is a leadership role responsible for delivering business results through customer management and engagement over the life cycle of SAP’s relationship with the customer.

The focus of the Regional S-CSM Manager (f/m/d) is to drive High Touch customer success across the broad SAP Business AI portfolio in Middle and Eastern Europe. They will work cross-functionally across all Solution Area Customer Success Management teams to drive Custom and embedded AI demand.

This individual oversees the creation of the SAP Business AI Customer Success Team and adoption of S-CSM best practices from the BTP S-CSM team in MEE. Their primary role is to support and guide the customer success management activities of the S-CSMs, in alignment with the SAP Business AI MEE lead and Regional Solution Area CRO. A key focus area is to introduce, enhance and embed developed S-CSM practice at an account level, to help ensure maximum customer business value realisation and forecast accuracy.

YOUR PROFILE

• Drive customer expectations, business goals & value drivers across their customer lifetime.
• Improve customer retention and reference-ability by delivering regional target rates for contract renewal, adoption and consumption as well as churn mitigation, cross-sells and upsells.
• Plan, forecast and oversee the consumption of AI units, services and capabilities in the region, in collaboration with CROs, Regional BTP S-CSM teams and partners.
• Lead the role career, development and enablement focus on the region. Working with the team members to help them understand the development needs with a path (including content coaching and tailored enablement).
• Improve customer satisfaction over baseline as defined by SAP Net Promoter metrics.
• Serve as a member of the BTP MEE leadership team with responsibilities for adoption and consumption of SAP Business AI units and profitable growth.
• Support regional business development initiatives, working with Sales, Customer Advisory, Marketing and Partner Ecosystem teams to expand market and customer awareness related to the S-CSM role and engagements.
• Identify, develop and/or enhance the S-CSM role and value proposition within the region in close alignment with the S-CSM global role owner and SAP Business AI global leadership.
• Provide practice leadership, operational credibility and visibility to all constituencies, including internal SAP teams, alliance partners, and the external community in the region.
• Maintain executive level contact at senior stakeholder levels and lead/facilitate thought leadership mechanisms with targeted customers.
• Provide operational oversight into Account Management, including Consumption Forecasts, Outcome Success Plans, Solution Renewals/Expansions, fully leveraging the Customer Value Journey.
• Work with the team to analyse customer business and market trends to develop customized engagement strategies and demand patterns.
• Establish practice level operating goals and forecast against these goals.
• Provide feedback to regional leadership regarding performance, product development needs, evolving strategy and market and regional conditions affecting the business.
• Assess the performance of the S-CSM practice to establish internal strengths and weaknesses, providing recommendations on the development of people, refining of business processes, alignment of technologies to suit developing business and customer needs and realignment of strategy to achieve Reginal targets.
• Demonstrate broad and deep knowledge of SAP Business AI solutions.

WORK EXPERIENCE:

• At least several years experience leading a successful customer-facing VAT, team or organisations.
• Full working proficiency in German and Business English, with proficiency in additional languages considered a plus.
• Demonstrated understanding of the broad SAP Business AI solution portfolio and consumption demand patterns.
• Demonstrated experience and expertise providing executive level sponsorship & relationships at senior most levels in customer accounts.
• Experience in driving results within a complex matrix organisation.
• Demonstrated experience in program management and/or client management.
• Demonstrated strong business and commercial acumen and experience.
• Strong analytical skills and ability to evaluate current Customer operations in comparison to SAP strategic objectives.
• Proven ability to identify specific Customer value-added opportunities and progress them to successful customer outcomes.
• Exposure to multicultural scenarios / international work experience.
• Demonstrated ability to anticipate, mitigate and solve problems.
• Demonstrated ability to manage multiple tasks across functions.
• Excellent listening, written and oral communication & relationship skills.
• Willingness to travel
  

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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: 417519 | Work Area: Sales | Expected Travel: 0 - 50% | Career Status: Management | Employment Type: Regular Full Time

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