SAP
Director of Digital Customer Success Management - SAP BTM Suite (Americas)
SAP, Burlington, Massachusetts, us, 01805
Overview
We help the world run better. At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you.
What you’ll do
Oversee a team of Digital Customer Success Managers to ensure trust and advisory role across internal and external stakeholders.
Partner with Sales, Services, and Marketing to drive core business KPIs for the Americas region.
Build the Digital Customer Success practice, delivering solution area expertise and driving customer value through many-to-many engagement.
Maximize customer lifetime value by delivering solution expertise, health scores, usage data and more, and recommend best practice to the global team.
Own or guide account strategies and implementation plans for short-term and long-term value realization.
Key responsibilities
Build trusted advisor status with customers.
Ensure rapid adoption and enablement of solutions that drive value.
Increase usage aligned with contracted cloud applications up to and beyond entitlements.
Identify sales leads and support sales in expansion and upsell efforts.
Mitigate churn and manage renewals of SAP solutions/services.
Manage through crisis and de-escalate customer situations.
Drive renewals, consumption, expansions, and up-sells of subscription license-based solutions.
Ensure value realization from offerings such as office hours, webinars and more.
What you bring
Strong executive presence and relationship building skills.
Deep knowledge of enterprise architecture or business models, strategies, and processes.
Background in building and scaling Digital Customer Success teams.
Proven ability to handle difficult customer situations and discuss complex issues with customer executives.
Experience with cloud software solutions and delivery models.
Business expertise in the BTM Suite.
Technical understanding to address customer technical issues.
Risk‑mitigation strategy application to customer situations.
Knowledge of SAP solutions portfolio and business processes.
Bachelor’s degree or equivalent.
Experience in a B2B SaaS software organization.
Strong program management and governance skills.
Expert commercial/deal support skills.
Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.
Ability to build personalized career development objectives for team members.
Compensation Annualized compensation range: $194,100 – $330,000 (USD).
Benefits and inclusion SAP is committed to equal employment opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.
Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, pregnancy, childbirth, sexual orientation, gender identity or expression, protected veteran status, or disability.
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What you’ll do
Oversee a team of Digital Customer Success Managers to ensure trust and advisory role across internal and external stakeholders.
Partner with Sales, Services, and Marketing to drive core business KPIs for the Americas region.
Build the Digital Customer Success practice, delivering solution area expertise and driving customer value through many-to-many engagement.
Maximize customer lifetime value by delivering solution expertise, health scores, usage data and more, and recommend best practice to the global team.
Own or guide account strategies and implementation plans for short-term and long-term value realization.
Key responsibilities
Build trusted advisor status with customers.
Ensure rapid adoption and enablement of solutions that drive value.
Increase usage aligned with contracted cloud applications up to and beyond entitlements.
Identify sales leads and support sales in expansion and upsell efforts.
Mitigate churn and manage renewals of SAP solutions/services.
Manage through crisis and de-escalate customer situations.
Drive renewals, consumption, expansions, and up-sells of subscription license-based solutions.
Ensure value realization from offerings such as office hours, webinars and more.
What you bring
Strong executive presence and relationship building skills.
Deep knowledge of enterprise architecture or business models, strategies, and processes.
Background in building and scaling Digital Customer Success teams.
Proven ability to handle difficult customer situations and discuss complex issues with customer executives.
Experience with cloud software solutions and delivery models.
Business expertise in the BTM Suite.
Technical understanding to address customer technical issues.
Risk‑mitigation strategy application to customer situations.
Knowledge of SAP solutions portfolio and business processes.
Bachelor’s degree or equivalent.
Experience in a B2B SaaS software organization.
Strong program management and governance skills.
Expert commercial/deal support skills.
Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.
Ability to build personalized career development objectives for team members.
Compensation Annualized compensation range: $194,100 – $330,000 (USD).
Benefits and inclusion SAP is committed to equal employment opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.
Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, pregnancy, childbirth, sexual orientation, gender identity or expression, protected veteran status, or disability.
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