SAP Customer Success Manager - SuccessFactors / HR Systems (Southwest US) in Houston, Texas
Requisition ID: 287837
Work Area: Customer Service and Support
Expected Travel: 0 - 50%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Kate Armstrong
Recruiter Name: Kelly Mocey
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because its the best-run businesses that make the world run better and improve peoples lives.
PURPOSE AND OBJECTIVES
The Customer Success Manager is a client-facing role, ensuring customer success by delivering ongoing guidance around the overall cloud business strategy and transformation topics after the sales cycle has completed. The role focuses on executive relationship-building and establishment of proactive success plans that in turn promote overall customer satisfaction, product adoption and ultimately subscription renewals. The role manages diverse, high profile customers and/or key accounts in close collaboration with the respective account team.
EXPECTATIONS AND TASKS
Work remotely and onsite in agreement with customers to set up support, collaboration and governance as per SAP’s best practices
Define and drive execution of a targeted goal-based engagement plans to support customers with their key business goals and milestones (e.g. solution rollout and cycle planning)
Plan and manage the delivery of relevant proactive support checks and enablement offerings as part of the engagement plan to drive innovation adoption and solution consumption
Enable key customer stakeholders by providing guidance on the appropriate best practices
Assist customers with change management, focusing on product updates, to develop an appropriate strategy that minimizes impact on existing capabilities and assists in maximizing innovation adoption and usage
Facilitate access to product and functional expertise per customers’ needs
Orchestrate top issues management and provide trend analysis for proactive risk mitigation
Build and execute engagement plans to drive and track value delivered by Preferred Success
Partial on-site presence with customers required, with travel expectations up to 50%. *Please Note: Travel requirements are subject to change once travel restrictions are lifted and based upon client request, but are reasonable and generally within region.
EDUCATION, QUALIFICATION & WORK EXPERIENCE
You are highly customer focused, a proactive learner and you enjoy customer success
You delight in exceeding customer expectations
5 years working experience with proven track record of successfully leading top customer engagements
Bachelor's degree with MS or MBA preferred
Strong knowledge of HR business processes and SuccessFactors, and Employee Central (EC) highly desired
Customer orientation and focus on quality
Excellent executive-level communication, presentation and interpersonal skills,
Excellent English language skills, written and verbal. Additional languages are an advantage.
Ability to learn and assimilate information quickly
Enthusiast, strong work ethic and a positive attitude
Location Preference: Southwest United States / Texas
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If youre searching for a company thats dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now .
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 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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations :
- SAP Jobs