Customer Success Specialist Manager

hace 5 días


Ciudad de México, Ciudad de México SAP A tiempo completo

Empowering Global Business Solutions

At SAP, we are dedicated to fostering an environment where you can excel. Our corporate culture emphasizes teamwork and a collective commitment to enhancing global business operations. We strive daily to lay the groundwork for future advancements while cultivating a workplace that values diversity, promotes flexibility, and aligns with our mission-driven objectives. We provide a collaborative and supportive team atmosphere, emphasizing continuous learning, recognizing individual contributions, and offering a range of benefits tailored to your needs.

About the SAP Academy for Customer Success

The SAP Academy for Customer Success is a specialized development initiative designed for individuals at the beginning of their professional journeys.

Your Role and Responsibilities

The Customer Success Specialist Manager (CSM) collaborates closely with clients to navigate their business transformations utilizing our solutions. The CSM aims to enhance customer satisfaction, loyalty, renewals, references, and upselling opportunities for Cloud products within their designated solution area. The CSM is responsible for overseeing critical customer milestones throughout the entire customer journey, from contract signing to system setup, tracking implementation progress, and ensuring business objectives are met. The CSM serves as the primary strategic contact for clients within their solution area and utilizes relevant resources across SAP to ensure overall customer success.

As a CSM within the SAP Academy for Customer Success, your responsibilities will include:

  • Completing a comprehensive 10-month learn-apply program, which includes both classroom and field training phases with your CSM team, designed to enhance your capabilities in the CSM role, a vital customer-facing position within our dynamic Customer Success division.
  • Engaging in multi-faceted, experiential learning focused on digital transformation, global insights, interpersonal skills, business and technology understanding, solution and industry knowledge, and strategic methodologies.
  • Developing expertise in your solution area, managing customer retention, and driving value realization.
  • Receiving localized onboarding with hands-on training and mentorship from an experienced CSM professional in the field, allowing you to work both behind the scenes and directly with clients.

This program will deepen your understanding of SAP and the Customer Success division, equipping you with the professional experience necessary to effectively support our clients. Full-time employment will commence from day one, with practical application of your learning in your role. Upon successful completion of the program, you will transition into a direct customer-facing CSM position in your market, continuing to receive mentorship and coaching to accelerate your professional growth.

Key Focus Areas for CSMs:

  • SAP Business and Technology Platform (BTP) – Proficiency in database management, analytics, application development, integration, intelligent technologies, and AI.
  • SAP Customer Experience (CX) - Understanding of e-commerce, sales, customer service, and marketing processes.
  • SAP Digital Supply Chain (DSC) - Knowledge of supply chain management, asset management, manufacturing, warehouse operations, or transportation management.
  • SAP SuccessFactors (HCM) - Familiarity with core HR functions, payroll, talent management, employee experience management, HR analytics, and workforce planning.
  • SAP Intelligent Spend and Business Network (ISBN) - Understanding of procurement processes, supplier networks, and supplier portals.
  • SAP Signavio – Knowledge of business process management and automation applications.

Qualifications and Skills

  • 2-3 years of professional experience demonstrating a track record of supporting clients and facilitating business transformations, ideally in consulting, sales, or account management roles that involve resolution and escalation management.
  • Diverse experience: global exposure, leadership roles, entrepreneurial initiatives, volunteer work, or participation in sports and arts.
  • Excellent communication skills, including fluency in English and the local language.
  • Strong interpersonal skills characterized by passion, curiosity, effective listening, professional demeanor, empathy, and a proactive approach.
  • Proven ability to collaborate across various stakeholders and business functions within a complex, matrixed environment.
  • Solid business acumen with demonstrated knowledge of business processes and/or industry standards.

About SAP

SAP is committed to creating a culture of inclusion, focusing on health and well-being, and offering flexible work arrangements to ensure that every individual, regardless of background, feels valued and can perform at their best. We believe that our strength lies in the unique capabilities and perspectives each person brings to our organization, and we invest in our employees to foster confidence and help everyone reach their full potential. We are dedicated to unleashing talent and creating a more equitable world.

Equal Opportunity Employer

SAP is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to the principles of Equal Employment Opportunity and provide accessibility accommodations to applicants with disabilities. Qualified candidates will be considered for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.



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