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The Solution Customer Success Manager MU Head engages with S-CSM and SAP's customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Solution Customer Success Manager MU head is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution, account relationship management, issue mitigation, point of escalation for assigned customers, and opportunistic expansion of solutions or services through lead generation activities. The Solution Customer Success Manager MU Head drives mutual (customer & SAP) success across the Customer Value Journey cycle.
Core Tasks: Lead a team of Sol Area S-CSMs to develop and implement account strategies and consumption plans that drive customer outcomes and lead to customer renewing their subscriptions or paying maintenance.Build trusted relationships with customers in order to support value-based consumption focused activities.Monitor SLA performance and maintain a high level of customer satisfaction.Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle.Leverage data and tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans.Act as the primary point of escalation for customer account issues.Contribute to a library of success plays and best practices to further grow SAP's ability to drive customer success.Identify opportunities at customer to grow SAP footprint through expansion of licenses or services.Accountability: Manage a function or discrete business unit by integrating current and future customer needs and the company's business strategic and financial objectives.Develop specific objectives for the sub-function and develop policies/procedures to support the functional infrastructure.Complexity: Act as the link between the company's overall strategy and achieving business results.Realize multiple high impact initiatives towards broad corporate goals.Experience: Deep managerial and regional skills necessary for management responsibility.Broad knowledge of all areas within a particular corporate sub-function or a function within the division.Act on management responsibilities: create the future, build a team, develop people, manage performance.Country and regional directors require a strong industry knowledge in the area of responsibility.Communication: Build and maintain strategic partnerships with key decision makers internally and in partner and customer organizations.Ensure understanding, trust, and open cooperation on management level and below through effective and appropriate communication.Optimize communication style according to different stakeholders, situations, and media.Formulate clear management objectives and strategies and ensure understanding.Communicate unpleasant messages in a timely and constructive manner.WELCOME CANDIDATES FROM MEXICO AND COLOMBIA
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. We ultimately believe in unleashing all talent and creating a better and more equitable world.
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: 412584 | Work Area: Sales | Expected Travel: 0 - 20% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: Virtual - Colombia #LI-Hybrid.
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