Acceleration Customer Success Manager - Business Technology Platform

SAP•Chicago, IL

13d•Hybrid

About The Position

Acceleration Expert (ACE) - BTP is a key role in Customer Success, focused on driving consumption, value realization, and sustainable usage of SAP Build to drive BTP revenue. At its core, this role focuses on accelerating customers transformation journey by delivering targeted, short but high-impact engagements to unlock sustained consumption potential to drive expansion. Acceleration expert will partner with entire value chain from Sales to Delivery to proactively drive first productive use of BTP with a focus on SAP Build. Purpose of this role is to Accelerate customers transformation journey with SAP Build as an Application Extension, Innovation and Agentic Platform. Stabilize the adoption of SAP Build early in the customer transformation journey setting the foundation expansion.

Requirements

Deep expertise in SAP Business Technology Platform, especially SAP Build, and embedded suite entitlement
Ability to map the customer use case to supporting SAP Build capabilities
SAP Build positioning and competitive knowledge
Proficient in custom Agentic development for SAP LoB Applications using SAP Build.
Comfortable in discussing cutting-edge application development including MCP, Agent to Agent integration patterns and AI-powered intelligent application development
Proactively engages with BTP customers to deliver high-impact, short-duration advisory engagements focused on accelerating platform adoption and consumption with special focus on Build
Acceleration engagement is dynamically assigned and CSM should be constantly evaluating customer for consumption potential (engagement scorecard)
Manages diverse account portfolios, prioritizing Build-seeded and LOB-driven opportunities across regions
Collaborates closely with Line of Business (LOB) Customer Success Managers to identify and support projects lacking traditional BTP CSM coverage
Applies a farming-sales approach to maximize BTP footprint and revenue expansion within strategic accounts
Sales savvy, able to identify new opportunities for customer to leverage new or expanded SAP solutions
Possesses competitive knowledge, understanding BTP’s positioning versus hyperscalers and alternative platforms
Maps customer business use cases to supporting BTP capabilities and demonstrates immediate business value
De-risks early-stage BTP adoption and implementation through targeted, advisory-driven engagements
Advises on application extension scenarios, best practices, cloud architecture, governance, extensibility, and scaling with SAP BTP
Expert level buying center / LoB(s) domain expertise with deep expertise in one or more industry a plus
Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits
Knowledge of SAAS and IAAS processes including provisioning, onboarding, and customer support
Demonstrates strong business development and relationship-building abilities to foster customer trust and drive action
Exhibits proactive communication and value positioning skills to influence technical and business stakeholders
Operates effectively in fast-paced, advisory roles, adapting rapidly to changing project and customer needs
Coaches customer teams on best practices and value realization, serving as a catalyst for stakeholder enablement

Nice To Haves

Expert level buying center / LoB(s) domain expertise with deep expertise in one or more industry a plus

Responsibilities

Stabilize SAP Build consumption early in customers transformation journey and focus on driving first-project success for SAP Build through short, structured, high-impact engagements that activate platform capabilities, demonstrate value quickly and create momentum for sustained SAP Build consumption and set the foundation to drive expansion revenue.
Drive sustainable SAP Build usage that leads to BTP consumption growth and expansion beyond initial seeded bundles.
Use FRE engagement planner and activity repository to plan, track, and forecast consumption outcomes at account.
Identify, prioritize, and engage targeted customers with focus to drive consumption.
Lead 60–90-day, time-boxed engagements focused on getting the first SAP Build use case live and productive.
Analyze customer technical and transformation needs and define a clear 60–90 day success plan aligned to engagement plays (Strategic Positioning, Momentum, Extensions & Agentic Development, Roadmap).
Provide advisory guidance on use cases, solution architecture, governance, extensibility, AI and data interplay, and scaling patterns to de-risk the first project.
Map customer business goals, processes, and differentiating capabilities to SAP Build capabilities, showcasing clean-core-friendly extension patterns and innovation scenarios.
Coach customers on best practices and standard content (Acceleration Packs, demos, technical academy assets) to accelerate time-to-value.
Operate as a central BTP/SAP Build point of contact during the acceleration phase, orchestrating alignment across account teams, specialists, and delivery stakeholders.
Execute structured handovers (Transfer, Pause, Extend, or Co-Ownership) to Sales, RISE-EA, D‑CSM, S‑CSM, or Partners based on engagement maturity and next desired outcomes.
Maintain a continuous improvement loop by sharing feedback, best practices, risks, and success stories across regions and global teams.
Leverage and contribute to SAP Build Acceleration content strategy (Acceleration Packs, demos, technical academy materials) in partnership with the SAP Build Domain Lead.
Participate in ongoing enablement such as the SAP Build CSM Bootcamp and internal communities (e.g., SAP Build Blackbelts), and feed structured content feedback into global programs.