Solution Customer Success Manager

hace 2 semanas

Cuauhtémoc CDMX, México SAP A tiempo completo

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

The Solution Customer Success Manager MU Head engages with S-CSM and SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Solution Customer Success Manager MU head is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Solution Customer Success Manager MU Head drives mutual (customer & SAP) success across the Customer Value Journey cycle.

**Core Tasks**:

- lead a team of Sol Area S-CSMs to develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance
- Build trusted relationships with customers in order to support value-based consumption focused activities
- Monitors SLA performance and maintain high level of customer satisfaction
- Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
- Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
- Act as primary point of escalation for customers account issues
- Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success
- Identify opportunities at customer to grow SAP footprint through expansion of licenses or services

**Accountability**
- manages a function or discrete business unit by integrating current and future customer needs, company's business strategic and financial objectives
- functional and business strategies and develops specific objectives for the sub function and develops policies/ procedures to support the functional infrastructure

**Complexity**
- is the link between the company's overall strategy and achieving business results
- realization of multiple high impact initiatives towards broad corporate goals

**Experience**
- deep managerial and regional skills necessary for management responsibility
- broad knowledge of all areas within particular corporate sub-function or a function within division
- acts on management responsibilities: create the future; build a team; develop people; manage performance
- country and regional directors require a strong industry knowledge in area of responsibility. Thorough understanding of markets and sales opportunities for SAP solutions

**Communication**
- builds and maintains strategic partnerships with key decision makers internally and in partner and customer organization, Represents SAP externally
- ensures understanding, trust and open cooperation on management level and below through effective and appropriate communication
- optimizes communication style according to different stakeholders, situation and media
- formulates clear management objectives and strategies and ensures understanding
- communicates unpleasant messages in a timely and constructive manner

WELCOME CANDIDATES FROM MEXICO AND COLOMBIA

**Bring out your best**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 412584 | Work Area: Sales | Expected Travel: 0 - 20% | Career Status: Management | Employment Type: Regular Full Tim

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