CX Solution Customer Success Manager

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. 

SAP CX Solution Customer Success Manager (Expert) for Discrete Manufacturing Industries / Automotive (m/f/d)

YOUR FUTURE ROLE     

Being a cloud company, SAP places great emphasis on Customer Success. The ultimate objective of a Solution Customer Success Manager (S-CSM) (f/m/d) for Large Enterprises is increase retention of SAP CX Cloud customers through successful usage, business outcomes and value generation. They are unique orchestrators of customers' solution adoption process, bringing together various experts to work through customers' challenges. S-CSMs nurture projects from onboarding till successful renewal and customer advocacy. They work with multiple CX products (e.g., CRM Sales / Service/ Marketing, Commerce), hence they encourage user communities for collaboration and know-how exchange. Through high-class customer engagement and state-of-the-art adoption activities, the S-CSMs (f/m/d) deliver sustainable and continuous long-term revenue for SAP. They work in close collaboration with account teams of the Discrete Manufacturing Industries and Automotive Industry to grow customer's SAP portfolio to their needs. 

 Responsibilities include the following:

• Define winning account strategies and customer success plans for your set of customers
• Own and evolve your book of business including commercials: renewals and expansion 
• Proactively engage key stakeholders to deliver value, resources, and best practices
• Act as a core member of the extended account team, collaborating with sales, product management, services, support, and ecosystem partners
• Constantly work with your key stakeholders to proactively deliver value, resources and best practices
• Thrive for adoption, consumption, and references
• Be the owner of all relevant commercial deliverables, such as renewals, adoption rates, expansion, references, etc.

YOUR PROFILE

• 10+ years' experience in digital transformation, customer experience, and/or business management consulting
• Experience in Discrete Manufacturing and/or Automotive (e.g., sales or digital excellence, product management, solution advisory) is a plus
• Hands-on solution experience with CRM (Sales, Service, Marketing) and Commerce
• Advanced, proven experience in account management, customer success, or customer service
• Exceptional verbal and written communication skills, with the ability to credibly present to senior executives; demonstrated ability to adapt communication style across geographies and cultures
• Proven ability to identify customer opportunities and translate them into strategic account plans
• Ability to manage customer escalations and critical situations effectively
• Strong aptitude for creative, innovative thinking and analysis
• Fluency in German and English is required

ABOUT THE TEAM 

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. SAP Customer Experience brings together the portfolios and teams from SAP Sales and Service Cloud Version 2, SAP Commerce, SAP Marketing Cloud and SAP Emarsys. 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 S/4HANA to deliver the AI first Intelligent Suite by SAP. Across SAP Customer Experience, 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. Wildly successful customers is our ultimate goal. As a fast-paced growth business, there are no limits to how our teams will shape the future of SAP and our industry.

This position can be located at every SAP location in Germany (Walldorf, Eschborn, Ratingen, Hamburg, Berlin, Garching)

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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:

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.

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: | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 20%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid

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