Customer Success Manager

hace 4 semanas

Barcelona, Barcelona, España Sap A tiempo completo
Customer Success Manager Role

We are seeking a highly skilled Customer Success Manager to join our team at SAP. As a key member of our customer-facing team, you will be responsible for delivering ongoing support and guidance to our clients, focusing on relationship-building and proactive support activities that promote overall customer satisfaction, product adoption, and retention & renewals.

Key Responsibilities:
  • Develop a trusted relationship with key stakeholders and decision makers.
  • Understand and respond to customer needs, bringing the customers' value into focus.
  • Define and drive a targeted goal-based support engagement plan to realize key business, providing a Preferred Success scorecard.
  • Provide expertise to customers' use of SAP Cloud solutions.
  • Facilitate access to product and functional expertise for certain topic areas, e.g., via Empowerment Sessions.
  • Provide personalized Quarterly Release Review & Continuous Trend analysis for Risk mitigation to support customers to develop an appropriate strategy that maximizes adoption.
  • Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, acting as an escalation point and collaborating with other departments as needed.

Requirements:
  • Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
  • An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations, and operations phases for cloud, standalone, or Hybrid.
  • Knowledge of SAP Preferred Success & Cloud Solutions and the included service offerings is an advantage.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (proactive driver, results-oriented, pragmatic).
  • Excellent communication, enthusiastic, strong work ethic, and a positive attitude.

Preferred Qualifications:
  • Bachelor or Honours Degree an advantage.
  • 3 years' Customer Success Management or working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level.
  • Fluency in one of the following languages required: Arabic or Turkish (Mandatory).

About SAP:

SAP is a global leader in enterprise software and software-related services. Our innovative solutions help our customers run better. We are a team of nearly 25 Customer Success Managers based in Ireland (46 Globally) supporting 520 customers and growing. 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. 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.

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