CX Customer Success Manager - West

SAP•Tempe, AZ

33d•$78,000 - $180,700•Hybrid

About The Position

At SAP, we help the world run better. We are 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.

Requirements

Strong executive presence and relationship building skills.
Deep knowledge of business models, strategies, and line of business processes.
Proven ability to handle difficult customer situations and discuss complex issues with customer executives.
Experience with cloud software solutions and delivery models.
Expert level buying center/Lines of Business domain expertise.
Ability to apply risk-mitigation strategies to customer situations.
Knowledge of SAP solutions portfolio and the business processes they enable, including commerce, sales, service and marketing.
Some technical understanding for assigned solution area to address technical issues with customers.
Bachelor's degree or equivalent required.
Experience in business software.
Knowledge of SAAS and IAAS processes.
Strong program/project management and governance skills.
Expert commercial/deal support skills.
Relationship-driven mindset with excellent verbal and non-verbal communication skills.
Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.

Responsibilities

Act as a trusted advisor, maximizing customer lifetime value by delivering CX solution area expertise to customer executives and their line of business while accelerating near-term value delivery via the rapid adoption and consumption of solutions.
Build deep executive relationships and earn trusted advisor status with customers.
Identify new opportunities for customers to leverage new or expanded SAP solutions.
Mitigate churn and manage renewals of SAP solutions/services.
Identify sales leads and support sales in expansion and upselling efforts.
Manage through crisis and de-escalate customer situations.
Drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions.