Solution Customer Success Manager for HCM SuccessFactors

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 Solution Customer Success Manager (S-CSM) proactively and consistently engages with their customers helping them achieve lifetime business value and success in their specific business solution area. Working together with key and executive stakeholders, the S-CSM uses business and solution expertise to accelerate value attainment and orchestrates the critical customer and SAP activities for ensuring effective delivery of customer outcomes. They assist customers in identifying opportunities to maximize, accelerate and grow their adoption and business value. The S-CSM uses their domain expertise and the Outcome Success Plan to orchestrate SAP resources, targeted services and Partners to identify opportunities, address gaps and expand SAP’s footprint helping minimize churn risk and to maximize customer satisfaction and growth. The S-CSM is accountable to LOB solution success and responsible to the enterprise for customer outcomes.

What you'll do:

As a Solution Customer Success Manager (S-CSM) for HCM – SuccessFactors solutions, you will act as a trusted advisor in People related processes.

• Identify new opportunities for customers to leverage new or expanded SAP solutions

• Mitigate churn and manage renewals of SAP solutions/services

• Identify sales leads and support sales in expansion and upsell efforts

• Manage through crisis and de-escalate customer situations

• Drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions

What you bring:

• Strong executive presence and relationship building skills

• Deep knowledge of business models, strategies, and line of business processes

• Proven ability to handle difficult customer situations and discuss complex issues with customer executives

• Experience with cloud software solutions and delivery models

• Expert level buying center/Lines of Business domain expertise

• Ability to apply risk-mitigation strategies to customer situations

• Knowledge of SAP solutions portfolio and the business processes they enable

• Some technical understanding for assigned solution area to address technical issues with customers

• Bachelor's degree or equivalent required

• Experience in business software

• Knowledge of SAAS and IAAS processes

• Strong program/project management and governance skills

• Expert commercial/deal support skills

• Relationship-driven mindset with excellent verbal and non-verbal communication skills

• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.

Meet your team:

You will work closely with SAP MU leadership, account teams, industry teams, and solution management organization. You will also coordinate internal SAP and partner resources to ensure value delivery.

Skills you’ll use:

Professional Skils:

• Business Acumen
• Complex Problem Solving
• Effective Communication
• Customer Orientation
• Establish Trust
• Influencing Skills

Tech Industry & SAP General Skills

• Key Performance Indicators (KPIs)
• Artificial Intelligence
• Software-as-a-Service
• Technology Innovation
• SAP Cloud Suite Portfolio
• RISE and GROW with SAP

Role Specific Skills

• Customer Value Journey Alignment
• Account Governance
• Account Strategy
• Customer Success Management
• Customer Retention
• Relationship Building
• Technology Solution Adoption
• Overcoming Objections

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: 451867 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid