Company description
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.
About the Role
The SAP Customer Success Management organization aims to create an industry-leading virtual digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance from SAP (via our Digital Customer Success Managers) to our customers. D-CSMs will use a low touch / digital engagement approach in order to provide excellent customer experience across a large portfolio of customers (80-100).
The objective of this function will be to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business.
Further responsibilities
* Onboard new customers
* Conduct virtual onboarding sessions and regular check-ins during the implementation phase
* Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices
* Assist customers in case of showstoppers and roadblocks
* Drive customer adoption and respond to risk scenarios
o Engage 1:1 with priority customers as well as execute 1: many initiatives to drive customer outcomes at scale
* Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources
o Identify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practices
o Encourage and assist customers on topics related to AI adoption
o Act as trusted advisor and be first point of contact for non-technical inquiries
* Drive opportunities to further expand the Digital Customer base (Up & Cross-selling)
* Build and leverage a network of key internal stakeholders from different functions that can support customer success
* Analyze and interpret customer data to prioritize customer engagements, contribute to improve overall customer satisfaction & accelerate SAP’s reference pipeline
Requirements
* Location: Barcelona
* 3+ years of experience in a customer-facing role, managing complex customer relationships in the Software industry
* Previous experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Supply Chain Management, Human Capital Management, Customer Experience, or Procurement would be a plus
* Experience managing high volume of customer engagements
* Proven experience working with diverse, cross functional teams, both virtually and globally
* Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment
* Strong orientation towards teamwork and collaboration
* Strong interpersonal skills which aid in building relationships externally and internally
* Creative problem solving under pressure when working through customer issues
* Excellent listening, written and oral communication skills
* Fluency in business English is essential, German and / or other Central and Eastern Europe (CEE) region language(s) is a plus
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
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 430362 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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