Customer Success Manager

**What we offer** We help the world run better.**Who you’ll become** As a part of joining the Customer Success team, you will first participate in the distinguished SAP Academy for Customer Success, a 10-month dynamic program designed to equip you with an array of skills and a robust foundation for your fruitful career. Following this enriching experience within a globally diverse and supportive environment, you will then transition into the exciting role of customer Success Manager (f/m/d). Once you've successfully completed the SAP Academy program, you'll embark on one of two exciting career paths: - ** Specialist Customer Success Manager (S-CSM)** (f/m/d) works directly with customers to guide them through their business journey with our solutions. The S-CSM works to increase customer satisfaction, retention, renewals, references and upsells for Cloud products within their assigned solution portfolio. The S-CSM oversees key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement. The S-CSM is expected to serve as the strategic point of contact for the customer within the assigned solution portfolio and to leverage appropriate resources across SAP functions to maintain overall customer health. - ** Enterprise Customer Success Manager (E-CSM)** (f/m/d) is the customer’s advisor on SAP business capabilities and benefits, driving the end-to-end (E2E) customer journey, from discovery to value realization, focusing on adoption and consumption. The E-CSM serves as the strategic point of contact for the customer and helps define and drive customer transformation and successful business outcomes. They will orchestrate the broader account team members and the partner ecosystem to deliver the intelligent enterprise. The pathway you embark on, be it a Specialist Customer Success Manager (S-CSM) or an Enterprise Customer Success Manager (E-CSM), will be determined by the depth of your work experience and unique strengths and capabilities. Your responsibilities will include: - Immerse yourself in multi-dimensional, experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process. - E-CSM: Enhance skills in advising complex, global transformations and driving customer outcomes, renewals, expansions, and upsells. - S-CSM: Enhance skills around your solution portfolio, managing customer retention, and driving value realization. - Receive onboarding in your local market with on-the-job training and mentoring by a senior CSM professional in the field. You will have the opportunity to work both behind the scenes and directly with customers. **What you’ll bring** - 2-5 years’ work experience with a proven record of supporting customers and business transformation, preferably from consulting, sales and/or account management, or Business roles (e.g., Finance, Operations, Supply Chain) that include resolution and escalation management. - Experience advising or driving complex global transformations. - Strong communication skills including fluency in English and Spanish, other local languages are a plus. - Proficient interpersonal skills including curiosity, effective listening skills, professional presence, empathy and “can-get-it-done" mentality. - Demonstrated ability to collaborate across diverse stakeholders and business functions in a complex environment. - Strong Business Acumen including demonstrated knowledge of business processes and/or industries. **About SAP Academy for Customer Success** The SAP Academy for Customer Success is a world-class training program that develops our next-generation workforce by delivering an energizing and inspiring experience within a globally diverse environment. This dynamic 10-month program strengthens the foundation for a successful career at SAP and will start on March 1st, 2025 Join us for the opportunity of a lifetime, to develop a global peer network, partner and engage with customers to help solve their unique business challenges, and leverage world-class cloud-based products and services, all while earning a great salary and benefits. SAPAcademyforCustomerSuccess, #SAPCSMProgramG4 SAP’s employees across different regions are enabled to do their best job with the right mix of office and remote work according to country-specific guidelines and regulations. In general, our hybrid work setup consists of three days a week in the office or on-site with customers or partners. We are planning a practical and immersive portion of our program, which will have participants spend between 4 and 6 weeks, spread across two trips, in San Ramon, California. This experience is designed to provide unparalleled hands-on learning and networking opportunities. *Please note that this is still in the planning phase, and the final decision will be c