Solution Area Lead BTP - Digital 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.

Candidate(s) will be required to work 3 days a week in office/client site as per our Pledge to Flex return to office policy

SAP is not offering relocation benefits for this role at this time.

SAP is not offering current or future visa sponsorship for this role at this time.

YOUR FUTURE ROLE

The SAP Digital Customer Success Management Organization enables customers to realize value from their SAP investments at scale

Our goal is to maximize the impact of Digital Customer Success Managers (D-CSMs) by balancing targeted one-to-one engagements with scalable one-to-many initiatives, strong territory management and a focus on Value Realization led by Solution Area Leads.
This allows the team to focus on high-value customer situations, while adoption, enablement, and guidance are delivered consistently across the NA region.

As Solution Area Lead for Business Technology Platform you own the BTP solution portfolio from an adoption and consumption perspective and act as the central point of coordination between D-CSMs, regional leadership, and product stakeholders.

YOUR ROLE & RESPONSIBILITIES

In this role, you are responsible for driving adoption, consumption and overall growth across the regional BTP customer portfolio. You will:

• Own the BTP solution area as a regional territory.
• Provide structured data-driven insights to D-CSM Regional Leadership and DCSMs on adoption status, risks and opportunities (e.g. through quarterly business reviews), with a clear KPI focus and contribution towards cACV.
• Identify systematic adoption gaps and contribute to churn mitigation as well as expansion readiness across the BTP portfolio.
• Design and execute scalable, value driven 1:many initiatives (Outreach campaigns, webinars, customer roundtables) tailored to BTP use cases, including AI-driven scenarios.
• Enable D-CSMs with clear BTP value stories, guidance, and resources to enable effective customer self-service approach towards adoption, including the context of up-and cross-selling opportunities.
• Act as Voice of the Customer for BTP, consolidating provided feedback and feeding insights to Product Management and internal stakeholders.
• Proactively support identification and positioning of expansion opportunities, including SAP Business AI, Business Data Cloud, WalkMe, Signavio, and selected SAP service offerings (e.g. Advanced), in close alignment with D-CSMs and regional stakeholders.

WHAT YOU BRING

Requirements:

• Location: Vancouver, Canada
• 2-5 years of relevant work experience.
• Solid understanding of end-to-end BTP processes.
• Experience with enterprise BTP transformations and key value drivers.
• Experience in a client facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management or Consulting
• Familiarity and/or expertise with SAP Business AI, Business Data Cloud, and digital adoption solutions (e.g. WalkMe, Signavio) is a plus.
• Comfort and confidence operating in a scaled, portfolio-driven environment with multiple parallel initiatives.
• Excellent listening, written and oral communication skills

Communication & Execution

• Ability to clearly explain BTP value to both business and technical audiences.
• Structured, analytical approach to problem solving.
• Experience in designing and running 1:many enablement formats.
• Proven ability to handle challenging situations and discuss complex issues with key stakeholders and customer executives towards meaningful outcomes.

Skills you’ll use

• Territory and portfolio management.

• Customer adoption and retention.
• BTP value proposition storytelling and KPI-focused discussions.
• Positioning of AI, business data, and digital adoption solutions to drive measurable customer value journey and expansion.
• Data-driven analysis and interpretation of adoption, consumption & overall performance metrics to derive scalable actions and management-level insights.
• Stakeholder alignment across Customer Success Area, Product Management Teams, and Regional Leadership.
• Risk identification and mitigation.

MEET YOUR TEAM

You will be part of the Regional Digital Customer Success Management Team, working virtually across locations and cultures. You will collaborate closely with the D-CSM Regional Managers, regional BTP stakeholders within the CS organization, the Product Management Team as well as Customer Services & Delivery.

We are looking for a colleague who brings clarity, structure, and ownership to a complex solution area and enjoys driving customer success at scale. If you also believe that team collaboration is key to success, you might be the new colleague we are looking for.

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.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 77,800 - 178,200 CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com.

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

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: 448019 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

​