We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
This role requires fluency in Arabic.
Summary:
As a Customer Success Manager (CSM), you will play a pivotal role in driving customer satisfaction and success within our SAP Cloud solutions portfolio. You will proactively engage with a diverse portfolio of customers, guiding them through their entire lifecycle – from onboarding and adoption to value realization and renewal.
You will be the trusted advisor and advocate for your assigned customers, understanding their business objectives and leveraging your deep knowledge of SAP solutions to help them achieve their desired outcomes. This will involve proactive outreach, responding to inbound inquiries, and collaborating closely with internal stakeholders across various teams such as Technical Support, Product Management, Sales, and Consulting.
Key Responsibilities:
1. Onboarding and Adoption:
Conduct virtual onboarding sessions tailored to individual customer needs, ensuring a smooth transition to SAP Cloud solutions. Welcome new customers with interactive virtual onboarding to empower them with essential resources and best practices. Proactively monitor customer progress during the implementation phase, providing guidance and addressing any roadblocks. Deliver targeted best practice guidance and training to drive user adoption and maximize solution value.
2. Change Management and Value Realization:
Maximize solution adoption and value realization by connecting customers with the right resources at the right time. Proactively identify and mitigate potential risks to customer success. Champion customer needs and feedback internally, advocating for continuous improvement.
3. Renewal and Expansion:
Identify and address risks and roadblocks for successful renewal. Identify opportunities for upselling and cross-selling additional SAP solutions. Collaborate closely with the Renewal Center team to ensure a seamless renewal process.
4. Collaboration and Continuous Improvement:
Build and maintain strong relationships with internal stakeholders to ensure a unified customer experience. Contribute to the development and optimization of internal processes for customer engagement. Continuously expand your knowledge of SAP Cloud solutions and stay abreast of industry trends.
Requirements:
* 3+ years of experience in a client-facing role, ideally Pre-Sales or Customer Success, managing relationships with global organizations, working with Cloud Business SaaS solutions.
* Strong understanding of cloud-based solutions and their implementation lifecycle.
* Exceptional communication, interpersonal, and presentation skills.
* Ability to manage a large volume of customer accounts while maintaining attention to detail.
* Passion for customer success and a strong desire to help customers achieve their business goals.
* Experience with SAP solutions is a plus but not required.
* Ability to communicate complex information clearly.
* Motivation and flexibility to work in a high-growth organization.
* Enthusiastic, proactive, and maintains a positive outlook.
* Proven ability to work effectively within diverse teams.
* This job requires language fluency in English and Arabic.
This is an exciting opportunity to join a global leader in enterprise software and make a tangible impact on customer success. If you are a highly motivated individual with a passion for delivering exceptional customer experiences, we encourage you to apply!
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently. Originally known for leadership in ERP software, SAP has evolved to become a market leader in business application software and related services. We are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
We win with inclusion
SAP’s culture of inclusion and flexible working models help ensure that everyone feels included and can run at their best. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
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, sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 419739 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
#J-18808-Ljbffr