Customer Success Manager - UAE or KSA based only
Skills
About This Role
Overview
- We help the world run better
- At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you.
- We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next.
- The work is challenging – but it matters.
- You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.
- What's in it for you?
- Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. **This position can be based either in Dubai, UAE or in KSA.**
- The Customer Success Manager engages with 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 Customer Success Manager 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 (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The CSM drives mutual (customer & SAP) success across the Land, Adopt, Consume & Expand (LACE) cycle.
- 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
Experience 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.
- If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
- For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy.
- Specific conditions may apply for roles in Vocational Training.
- Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
- Successful candidates might be required to undergo a background verification with an external vendor. **AI Usage in the Recruitment Process**
- For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.
- Please note that any violation of these guidelines may result in disqualification from the hiring process.
- 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
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