Senior Regional Customer Success Manager for Enterprise Cloud Services
hace 11 horas
Opportunity Overview
">This is a pivotal role within the SAP SE organization, centered around managing customer relationships and ensuring high levels of satisfaction across the LAC region. The successful candidate will be instrumental in shaping our journey towards a unified and competitive business with a strong focus on customer engagement.
- The key responsibilities include effectively addressing customer inquiries, issues, and complaints, as well as completing various administrative tasks such as data entry and follow-up calls.
- A critical aspect of this role involves capturing action items after customer meetings and collaborating with departments to ensure the execution of requested actions.
- As a trusted advisor, you will facilitate high-quality briefings in alignment with account teams to ensure seamless customer interactions.
- You will manage all customer-related topics at an executive level while working closely with the Customer Success Board area.
- Your collaboration and communication skills are vital in maintaining positive relationships with customers and driving their satisfaction.
- This position requires leveraging de-escalation techniques to address long-standing issues, working with internal and external stakeholders.
- The ideal candidate should possess a deep understanding of top customers' pain points, enabling them to develop actionable improvement initiatives for the region.
- Candidate should have experience in identifying and resolving customer concerns, collaborating with account engagement teams to create comprehensive views of top customers, defining strategic customer initiatives to enhance overall customer experience.
- Built stronger relationships with customers, increase customer satisfaction, and drive long-term success for both the customers and the company.
- Support the Senior Vice President of Enterprise Cloud Services on ad-hoc requests related to business planning, reporting, and presentations.
We seek a dedicated professional who is passionate about delivering exceptional customer service and willing to take on this exciting challenge.
Requirements
- A minimum of 5 years of comprehensive software, professional services, and cloud experience spanning sales and strategic account management.
- Business knowledge of the SaaS and IaaS markets, including a deep understanding of SAP's Cloud portfolio and offerings, along with market insights and competitive knowledge.
- Demonstrated ability and readiness to successfully lead in businesses and/or functions requiring high degrees of cross-organizational interaction and collaboration.
- Track record in leading customer-facing services, operations, or customer engagement organizations with several years of proven successes in customer-facing roles.
- Promotes a culture of trust, feedback, transparency, and values diversity, high integrity, and ethical behavior.
- Strong methodological and conceptual skills paired with analytical thinking.
- Organizational talent and team player with the ability to extend trusted relationships with additional key stakeholders on top of a well-established internal and external network.
- Fluent in English, both spoken and written, is a must.
- Result-driven, persistence, self-motivation, and willingness to work under pressure.
- Ability to communicate at C-/Executive-level with high attention to detail.
- Degree in business administration or applied sciences.
Compensation Information
The estimated annual salary for this role ranges from $120,000 - $180,000 based on location and industry standards.
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