SAP America: Senior Solution Customer Success Manager-Supply Chain Management
About The Position
As a Supply Chain Solution Customer Success Manager (S-CSM), you will act as a trusted advisor, maximizing customer lifetime value by delivering Supply Chain expertise to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of SAP Supply Chain solutions. You will build deep executive relationships and earn trusted advisor status with customers, identify new opportunities for customers to leverage new or expanded SAP solutions within and outside of the Supply Chain portfolio, mitigate churn and manage renewals of SAP solutions/services, identify sales leads and support sales in expansion and upsell efforts, manage through crisis and de-escalate customer situations, and drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions.
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
- Line of Business experience in Supply Chain Planning, Asset Management, Manufacturing, Warehouse Management, Transportation Management, Product Lifecycle Management and Business Networks
- Expert level buying center/Lines of Business domain expertise
- Ability to apply risk-mitigation strategies to customer situations
- Knowledge of SAP Supply Chain portfolio and the business processes they enable
- 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.
Nice To Haves
- Professional Skills: Business Acumen, Complex Problem Solving, Effective Communication, Customer Orientation, Establish Trust, Influencing Skills
- Tech Industry & SAP General Skills: Key Performance Indicators (KPIs), Artificial Intelligence, Software-as-a-Service, Technology Innovation, Supply Chain, SAP Cloud Suite Portfolio, RISE and GROW with SAP
- Role Specific Skills: Customer Value Journey Alignment, Account Governance, Account Strategy, Customer Success Management, Customer Retention, Relationship Building, Technology Solution Adoption, Overcoming Objections
Responsibilities
- Build deep executive relationships and earn trusted advisor status with customers
- Identify new opportunities for customers to leverage new or expanded SAP solutions within and outside of the Supply Chain portfolio
- Mitigate churn and manage renewals of SAP solutions/services
- Identify sales leads and support sales in expansion and upsell efforts
- Manage through crisis and de-escalate customer situations
- Drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions
Benefits
- Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
- SAP North America Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
