Digital Customer Success Manager - BTM Suite

SAP • Burlington, MA

86d • $137,300 - $233,400

About The Position

We are seeking a Digital Customer Success Manager for SAP's Business Transformation Management (BTM) Suite, including Signavio and LeanIX. In this role, you will specialize in either the solution area of SAP LeanIX or SAP Signavio, while working on a team that is accountable for both solutions. 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 customer facing presence and relationship building skills.
• Deep knowledge of enterprise architecture and/or business models, process analytics, strategies, and line of business processes.
• Background in Customer Success Management, including digital or scaled models.
• Experience with cloud software solutions and delivery models.
• Business expertise in one of the respective solutions within the BTM Suite.
• Ability to provide technical understanding for assigned solution area to address customer issues.
• Ability to apply risk-mitigation strategies to customer situations.
• Knowledge of SAP solutions portfolio and the business processes they enable.
• Bachelor's degree or equivalent required.
• Experience in a B2B SAAS software organization.
• Strong program management and governance skills.
• Expert commercial/deal support skills.
• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.

Responsibilities

• Support customers in the best way possible with a focus on customer ownership and data-driven analysis.
• Develop a best practice webinar series and bring innovative ideas to the team.
• Ensure customers are driving consumption of SAP solutions and expanding usage within their organization.
• Partner with adjacent teams such as Sales, Services, and Renewals to achieve core KPIs.
• Maximize customer lifetime value by delivering solution area expertise based on customer journey insights.
• Develop and implement account strategies and implementation plans for value realization.
• Build trusted advisor status with customers and ensure rapid adoption of solutions.
• Identify sales leads and support sales in expansion and upsell efforts.
• Mitigate churn and manage renewals of SAP solutions/services.
• Drive renewals, consumption, expansions, and up-sells of subscription license-based solutions.

Benefits

• Constant learning and skill growth.
• Great benefits including health and well-being support.
• Flexible working models.
• Commitment to personal development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree