Customer Success Manager - UAE or KSA based only

Overview

Core Tasks

• ​Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance
• Build trusted relationships with customers in order to support value-based consumption focused activities
• Monitors SLA performance and maintain high level of customer satisfaction
• Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
• Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
• Act as primary point of escalation for customers account issues
• Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
• Identify opportunities at customer to grow SAP footprint through expansion of licenses or services​

Accountability

• manages projects, defines deliverables and provides definitive advice and interpretation of situations
• ensures business critical & innovative results
• ensures that goals and milestones are met and approved budgets are managed appropriately
• manages escalation appropriately
• tracks single project budget line
• builds strategic partnerships with key decision makers in customer & partner organization
• may include team lead or supervisory responsibiities

Complexity

• manages projects of high volume or high risk/complexity
• provides regular project status and updates

Communication

• represents SAP to customers' - is responsible for delivery of quality outcomes of projects of high volume or high risk
• finds common ground for cooperation within project team
• formulates clear project plans incl. mile stones, timeline and sub projects
• communicates messages relevant for project in a timely manner and with constructive feedback to project team
• captures opinions and expectations of stakeholder and communicates them to the project team

Required

• Previous experience with Procurement and Fieldglass solution is mandatory
• Strong Procurement Line of Business specific experience
• 10+ years of experience in at least one the following areas:
• Managing complex customer engagements
• Commercial experience including experience developing account management plans and contract negotiation
• Driving adoption and consumption across all customers to ensure maximum value realization.
• Customer relationship management expertise
• Leadership experience is desirable
• Proficiency in SAP Commercial and Account Management Systems
• Complex Account Management with a customer focus having developed the acumen to cultivate and develop lasting customer relations
• 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.
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• Successful candidates might be required to undergo a background verification with an external vendor.
• AI Usage in the Recruitment Process
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• Requisition ID: 453778 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid