SAP SE
Digital Customer Success Manager - BTM Suite
We are seeking a Digital Customer Success Manager for SAP’s Business Transformation Management (BTM) Suite, including Signavio and LeanIX. In this role, you will specialize in either the solution area of SAP LeanIX or SAP Signavio, while working on a team that is accountable for both solutions.
What you’ll do:
Be driven, customer-oriented, and a team player with exceptional analytical and consulting/advisory skills to support customers effectively.
Hold a dual responsibility with a dedicated set of accounts and contribute to a many-to-many support model (office hours, webinars, etc.).
Own data-driven analysis, contribute to best-practice webinar series, and generate ideas to improve the team’s approach.
Ensure customers drive consumption of the solution(s), expand usage within their organization, and prioritize renewal as a core KPI.
Partner with adjacent teams (Sales, Services, Renewals, etc.) to achieve core objectives.
Balance strategic and tactical perspectives to maximize customer lifetime value by delivering solution area expertise across the customer journey.
Develop and implement account strategies and implementation plans for short- and longer-term value realization within the digital segment, utilizing a many-to-many approach.
Build trusted advisor status with customers; ensure rapid adoption and enablement of solutions; increase usage aligned with contracted cloud applications.
Identify sales leads and support sales in expansion and upsell efforts; mitigate churn and manage renewals.
Manage crisis situations and de-escalate customer issues; drive renewals, consumption, expansions, and upsells of subscription license-based solutions.
Ensure value realization from offerings such as office hours and webinars.
What you bring:
Strong customer-facing presence and relationship-building skills.
Deep knowledge of enterprise architecture, business models, process analytics, strategies, and line-of-business processes.
Background in Customer Success Management, including digital or scaled models.
Experience with cloud software solutions and delivery models.
Business expertise in one or the other respective solution within the BTM Suite.
Ability to understand the solutions at a technical level to address issues with customers.
Ability to apply risk-mitigation strategies to customer situations.
Knowledge of SAP solutions portfolio and the business processes they enable.
Bachelor’s degree or equivalent required.
Experience in a B2B SaaS software organization.
Strong program management and governance skills.
Experience driving renewals, expansions, and upsells of subscription or perpetual license-based solutions.
Ability to develop personalized career development objectives for team members and foster growth.
Bring out your best
— SAP innovations help more than 400,000 customers work together more efficiently and use business insight more effectively. As a cloud company with a large global presence, SAP is purpose-driven and future-focused, with a collaborative team ethic and commitment to personal development. We believe in inclusion and supporting employees to realize their full potential.
We win with inclusion
— SAP’s culture of inclusion and flexibility helps ensure everyone can run at their best. We are committed to Equal Employment Opportunity and provide accessibility accommodations. If you need accommodation to navigate our site or complete your application, please email Recruiting Operations Team: Careers@sap.com.
Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.
Compensation Range Transparency : The annualized compensation range for this role is 137,300 - 233,400 USD. Actual offers depend on education, skills, experience, scope, location, and other factors. Benefits details are available via SAP North America Benefits.
Please note that any violation of guidelines may result in disqualification from the hiring process.
Requisition ID: 437695 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Location: Burlington, MA, US, 01803
Nearest Major Market:
Boston
Job Segment:
Cloud, ERP, SAP, Information Technology, IT Architecture, Technology
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What you’ll do:
Be driven, customer-oriented, and a team player with exceptional analytical and consulting/advisory skills to support customers effectively.
Hold a dual responsibility with a dedicated set of accounts and contribute to a many-to-many support model (office hours, webinars, etc.).
Own data-driven analysis, contribute to best-practice webinar series, and generate ideas to improve the team’s approach.
Ensure customers drive consumption of the solution(s), expand usage within their organization, and prioritize renewal as a core KPI.
Partner with adjacent teams (Sales, Services, Renewals, etc.) to achieve core objectives.
Balance strategic and tactical perspectives to maximize customer lifetime value by delivering solution area expertise across the customer journey.
Develop and implement account strategies and implementation plans for short- and longer-term value realization within the digital segment, utilizing a many-to-many approach.
Build trusted advisor status with customers; ensure rapid adoption and enablement of solutions; increase usage aligned with contracted cloud applications.
Identify sales leads and support sales in expansion and upsell efforts; mitigate churn and manage renewals.
Manage crisis situations and de-escalate customer issues; drive renewals, consumption, expansions, and upsells of subscription license-based solutions.
Ensure value realization from offerings such as office hours and webinars.
What you bring:
Strong customer-facing presence and relationship-building skills.
Deep knowledge of enterprise architecture, business models, process analytics, strategies, and line-of-business processes.
Background in Customer Success Management, including digital or scaled models.
Experience with cloud software solutions and delivery models.
Business expertise in one or the other respective solution within the BTM Suite.
Ability to understand the solutions at a technical level to address issues with customers.
Ability to apply risk-mitigation strategies to customer situations.
Knowledge of SAP solutions portfolio and the business processes they enable.
Bachelor’s degree or equivalent required.
Experience in a B2B SaaS software organization.
Strong program management and governance skills.
Experience driving renewals, expansions, and upsells of subscription or perpetual license-based solutions.
Ability to develop personalized career development objectives for team members and foster growth.
Bring out your best
— SAP innovations help more than 400,000 customers work together more efficiently and use business insight more effectively. As a cloud company with a large global presence, SAP is purpose-driven and future-focused, with a collaborative team ethic and commitment to personal development. We believe in inclusion and supporting employees to realize their full potential.
We win with inclusion
— SAP’s culture of inclusion and flexibility helps ensure everyone can run at their best. We are committed to Equal Employment Opportunity and provide accessibility accommodations. If you need accommodation to navigate our site or complete your application, please email Recruiting Operations Team: Careers@sap.com.
Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.
Compensation Range Transparency : The annualized compensation range for this role is 137,300 - 233,400 USD. Actual offers depend on education, skills, experience, scope, location, and other factors. Benefits details are available via SAP North America Benefits.
Please note that any violation of guidelines may result in disqualification from the hiring process.
Requisition ID: 437695 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Location: Burlington, MA, US, 01803
Nearest Major Market:
Boston
Job Segment:
Cloud, ERP, SAP, Information Technology, IT Architecture, Technology
#J-18808-Ljbffr