Digital Customer Success Manager (DCSM) - Generalist NA
About The Position
The SAP Cloud Success organization is aiming to create an industry-leading Digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance from SAP (via our Digital Customer Success Managers) to our customers. DCSMs will use a low touch/virtual engagement approach in order to provide an excellent customer experience across a large portfolio of customers (80-100). The objective of this function will be to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business.
Requirements
- 2-4 years of relevant professional working experience.
- Experience in a client facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management or Consulting
- Experience managing high volume of customer engagements
- Proven experience working with diverse, cross functional teams, both virtually and globally
- Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment
- Strong orientation towards teamwork and collaboration
- Strong interpersonal skills which aid to build relationships externally and internally
- Creative problem solving under pressure when working through customer issues
- Excellent listening, written and oral communication skills
Nice To Haves
- Previous experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Supply Chain Management, Human Experience Management, Customer Experience, or FSM would be a plus
Responsibilities
- Onboard New customers
- Conduct virtual onboarding sessions and regular check-ins during the implementation phase
- Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices
- Assist customers in case of showstoppers and roadblocks
- Drive customer adoption and respond to risk scenarios
- Engage 1:1 with priority customers as well as execute 1:many initiatives to drive customer outcomes at scale
- Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources
- Identify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practices
- Act as trusted advisor and be first point of contact for non-technical inquiries
- Build and leverage a network of key internal stakeholders from different functions that can support customer success
- Analyze and interpreting customer data to prioritize customer engagements
- Contribute to improve overall customer satisfaction & accelerate SAP’s reference pipeline
Benefits
- Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
