We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

The Enterprise Customer Success Manager is the customer’s advisor on SAP business capabilities and benefits, driving the end-to-end (E2E) customer journey, from discovery to realization, with focus on adoption and consumption. The ECSM will help define and drive customer transformation, value realization and successful business outcomes. They will orchestrate the Virtual Account Team (VAT) members and the partner ecosystem to deliver the intelligent enterprise.

Key Responsibilities & Tasks

Customer Transformation

• Partner with the VAT to establish the customer transformation
• Coordinate the SAP value proposition across the account team, including mapping business cases to solution capabilities, prioritizing customer requirements, creating implementation strategies with partners.
• Orchestrate business outcome-based roadmaps with both short and long-term focus

Solution Adoption and Consumption

• Facilitate creation of a success plan and an adoption plan.
• Facilitate delivery of 1st value and mitigate adoption risk.
• Drive full value of customer goals and provide recommendations for value case updates and continued adoption and consumption based on usage metrics.
• Function as the ERP focal point during customer transformation

Innovation and Growth

• Build on customer momentum to ensure ongoing renewals and growth (upsell/cross-sell).
• Drive renewal by demonstrating achieved value and providing insights on solution optimization.
• Extend and accelerate customer transformation. Develop use cases to support expansion of and new value in customer priorities.
• Innovate with customer to fuel new growth.
• Drive customer references.

Experience & Educational Requirements

• Demonstrated experience supporting SCP accounts
• The ideal candidate would have experience as an ECSP, CSD, or BA
• Candidates must be located in the region corresponding to the SCP account they will support
• Experience advising complex, global transformations and driving customer outcomes, renewals, expansions and upsells.
• Knowledge of SAP’s offerings.
• Experience with business/financial case analysis and creation.
• Experience with business and IT alignment in large businesses, large business (account) management, account engagement design and facilitation.
• Experience in a complex, matrixed environment.
• Record of building strong customer relationships.
• Education Bachelor's degree (or equivalent) required, MBA or equivalent degree from accredited university preferred.

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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy.

EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 229500 - 390200(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.