Director of Customer Success Onboarding EMEA
vor 4 Wochen
Director of Customer Success Onboarding EMEA
Location: Various locations across EMEA
SAP LeanIX empowers organizations to undergo continuous transformation. Our platform is designed to effectively organize, plan, and manage IT environments, serving over 1400 clients in Enterprise Architecture Management.
We are in search of a seasoned and driven leader to oversee a team of 6 Customer Success Onboarding Managers (CSOM), dedicated to onboarding our Enterprise and Mid-Market clients with the complete LeanIX product suite. Your role will focus on enhancing onboarding results, guiding your team to provide exceptional experiences, and ensuring high product utilization and minimized time-to-value. A significant aspect of this position involves enhancing our customers' digital onboarding experience in partnership with Sales, Enablement, and Product teams.
KEY RESPONSIBILITIES- Lead a growing team of 6 Customer Success Onboarding Managers, specializing in onboarding clients with the full LeanIX product suite across Enterprise and Mid-Market segments.
- Formulate and implement a robust customer success strategy emphasizing high-quality onboarding, customer engagement, and reduced time-to-value, leveraging existing methodologies such as digital and self-paced onboarding programs, in-product onboarding, and dedicated CSOM onboarding.
- Enhance onboarding quality and time-to-value by collaborating with adjacent teams to identify and rectify product deficiencies, and by relaying customer insights to inform product enhancements.
- Act as an escalation point for customer concerns during the onboarding process, collaborating with other teams to resolve complex issues and ensure customer satisfaction.
- Ensure your team maintains elevated levels of customer engagement, satisfaction, and retention.
- 5+ years of experience in a customer-facing role within the B2B SaaS sector (or a related field), ideally in Enterprise Architecture.
- Comprehensive understanding of IT Management, Enterprise Architecture, and Business Transformation Management in Mid-Market and Enterprise organizations.
- Familiarity with RISE with SAP, S/4HANA transformations, and Enterprise Architecture Management is advantageous.
- Outstanding problem-solving skills with a knack for devising innovative solutions.
- Proven ability to organize and prioritize tasks for yourself and your team.
- Demonstrated success in leading and managing a team effectively.
- Proficient in using Sales and Customer Success platforms, such as Salesforce and Gainsight.
- Fluency in English is required; proficiency in German for DACH and French for France is a plus.
SAP LeanIX is a leader in enterprise architecture management (EAM), facilitating the modernization of IT landscapes and ongoing business transformation. Our software-as-a-service solutions enable organizations to gain transparency, allowing them to visualize, assess, and manage their transition towards their target IT architecture. By providing a data-driven and automated approach enhanced with AI, SAP LeanIX assists organizations in making informed decisions and collaborating more effectively. We serve over 1,400 companies globally across various sectors, including more than 10% of the Fortune 500 and half of the German DAX 40. With headquarters in Bonn and additional offices in Munich and Berlin, SAP LeanIX also boasts a strong international presence.
At SAP LeanIX, we offer a Hybrid Work Mode, allowing you to work remotely from your home office and from one of our offices. Teams collaboratively decide on the work mode that best suits their needs. We also provide excellent benefits for our employees.
SAP LeanIX is committed to being an equal opportunity employer. We believe diversity is essential for driving the growth and success of our company. If you require an equitable interview process alternative, please inform our team. Your privacy and confidentiality will be respected.
All applicants will be considered for employment based on their experience, qualifications, and competencies. SAP LeanIX does not discriminate based on race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran status, marital status, or any other status protected by applicable laws or regulations.
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