Senior Customer Success Manager (f/m/d) - Customer Experience (CX) Consumer Product Industries

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.

What you’ll build:

Being a cloud company, SAP´s top priority is focusing on Customer Success and generating value for our customers. The ultimate objective of a Customer Success Manager (CSM) (f/m/d) is to increase retention of SAP Customer Experience (CX) customers through successful adoption and value business outcomes. CSMs (f/m/d) are unique strategic advisors of customers’ solution adoption processes, bringing together various experts to support customers achieving their business goals.

Through high-class customer service and state-of-the-art adoption activities, the CSMs (f/m/d) deliver sustainable and continuous long-term revenue for SAP. They work in close collaboration with various SAP teams to make sure that SAP CX portfolio meets the needs of the customer.

A Customer Success Manager (f/m/d) advocates on the customer´s behalf within SAP and helps customers reach their business goals by connecting key stakeholders with relevant SAP Customer Success resources in order to help drive digital transformation.

EXPECTATIONS AND TASKS:

• Be the key contact for a set of customers within SAP Customer Experience installed base.
• Be the owner of all relevant commercial deliverables, such as renewals, entitlement consumption, solution adoption, expansion opportunities, reference activities etc.
• Work closely with account management and senior management to drive one strategy and messaging towards the customer.
• Work with the customer in forming and developing their digital strategy with the help of SAP customer experience solutions.
• Orchestrate all internal SAP resources in order to drive success of customers` digital transformation.

What you bring:

• High customer success focus & ability to build deep executive relationships.
• Commercial experience including developing Account Management plans.
• Very good experience in Project and Change Management.
• Understanding of business models, strategies and processes within Marketing, Sales, Service, E-Commerce, Customer Data Management and IT.
• Significant experience in business software
• Experience working in and around cloud software solutions (SaaS) and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits.
• Proven ability in managing complex customer engagements, de-escalate and apply risk-mitigation strategies to customer situations.
• Good understanding of SAP Customer Experience solutions portfolio and the business processes they enable to realize strong business outcomes.
• Advanced understanding for Consumer and Retail industries.
• Fluent in German and English.

Where you belong

SAP Customer Experience (CX) helps build trusted relationships between brands and their customers to unlock a new world of digital innovation, customer value, and sustainable growth.

The SAP CX Suite is a comprehensive portfolio enabling our customer to deliver best-in-class customer experience in Marketing, Sales, Service, E-Commerce and Customer Data Management. We have a bold mission ahead and have complete support across SAP to revolutionize the front office and bring it together with our back-office through SAP S/4HANA to deliver the Intelligent Enterprise. Across SAP CX, being bold and winning is paramount to our culture and our people thrive in high performing teams. We seek talent who want to innovate, be disruptive, and who support mutually agreed upon goals and ambitions. As a fast-paced growth business, there are no limits to how our teams will shape the future of SAP and our industry.

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.