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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

COMPANY DESCRIPTION

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.

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