Customer Success Manager - Enterprise Support - SAP Nordics Job

Job description

Requisition ID: 164375
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

'''''''''''Position can be placed all over the Nordics/Baltics''''''''''

POSITION SUMMARY

As a Customer Success Manager, you will work as part of SAP Digital Business Services, Global Customer Success organization. The Goal of this organization is to help customers achieve business value faster through technology by deploying best in class expertise to our Global Customers.

Our team is diverse, meritocratic and collaborative. We aim high and deliver on our commitments.

The Customer Success Manager is a customer success resource supporting Global Customer Accounts. The CSM creates and orchestrates customer success planning, while ensuring maximum usage, adoption, and customer satisfaction.

Within the Customer Success organization there are opportunities for developing diverse experience and building a dynamic career. Working with strategic customer success accounts, deepening your expertise and delivering success resources. Innovation is key to the ongoing success for our organization, as a team member there is also potential to diversify your career by contributing to strategic projects and programs.

EXPECTATIONS AND TASKS

Can include but are not limited to the following:

·  Drive Customer Success through building relationships with the Customer at C-Suite level, developing an understanding of the key stakeholders, their business, current challenges, and future strategy with a focus on success/engagement planning and delivery to meet the immediate and future needs of the customer
·  Collaborate with the customer and across the wider SAP organization to create best in class engagement/success plans to support adoption, consumption and successful business outcomes
·  De-escalate mission critical situations and mitigate risks to ensure business continuity of the SAP Software Solution
·  Proactive follow-up of alerts based on SAP system reports and driving the appropriate success/engagement plans
·  Develop expertise within one of the Customer Success Organizations' Functional areas, building and consistently updating knowledge to eventually become an ‘Expert'
·  CSMs will achieve official certification in at least one relevant product/solution
·  Collaboration across lines of business and contribution to the development of success assets/portfolio.
·  Explore, develop and implement strategic innovations, provide operational support for the successful execution of strategy that drives customer success.

KNOWLEDGE, SKILLS AND COMPETENCIES

·  Excellent English oral and written communication. Any additional languages are an advantage
·  Enthusiastic, strong work-ethic, innovative thinker
·  Willingness to work in a ‘customer success' centric environment
·  Technical aptitude and proven ability to learn game changing technology and drive self- learning through personal development planning
·  Strong Business Acumen and understanding of customer business models, business strategy and operations
·  Proven ability to work in a rapidly evolving environment
·  Interpersonal skills including intercultural awareness and sensitivity, with the ability to build rapport within a diverse and multicultural work environment
·  Effective management of time, workload and shifting priorities

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

·  Graduate with a Bachelor or Honours Degree in IT/Computer-Science/Physics/Mathematics/Engineering/Business with IT or equivalent
·  3-5 years - work experience - in a service & support role, customer success/facing role, or equivalent
·  Demonstrated customer-focused experience
·  3+ years' experience with SAP Products & Solutions, or equivalent
·  Strong IT/Software industry background
·  Experience and/or acumen of the following technologies and solutions is advantageous:

Cloud, IoT, cloud-based human resources information systems (HRIS), the SaaS Model, enterprise software solutions &/or business application software

·  Exposure to end to end project lifecycle and/or project management experience an advantage

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations : Virtual - Finland

Job Segment: SAP, ERP, HR, Engineer, Customer Service, Technology, Engineering, Human Resources