Customer Success Specialist Manager

hace 5 días

Ciudad de México, Ciudad de México SAP A tiempo completo

Empowering Businesses for Success

At SAP, we are dedicated to fostering an environment where you can excel. Our corporate culture emphasizes teamwork and a shared commitment to enhancing global business operations. We prioritize building a sustainable future and cultivating a workplace that values diversity, flexibility, and a mission-driven approach. We provide a collaborative and supportive team atmosphere, emphasizing continuous learning, recognizing individual achievements, and offering a variety of benefits tailored to your needs.

About the SAP Academy for Customer Success

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

Your Role

The Customer Success Specialist Manager (C-SSM) collaborates closely with clients to navigate their business transformations using our solutions. The C-SSM is responsible for enhancing customer satisfaction, loyalty, renewals, referrals, and upselling opportunities for Cloud offerings within their designated solution area. This role encompasses overseeing critical customer milestones throughout the engagement lifecycle, from contract signing to system setup, tracking implementation progress, and ensuring business objectives are met. The C-SSM serves as the primary strategic liaison for clients within their solution domain, leveraging SAP resources to ensure optimal customer health.

As a C-SSM within the SAP Academy for Customer Success, your responsibilities will include:

  • Completing a comprehensive 10-month learn-apply program that includes both classroom and field experiences with your Customer Success Management team, preparing you for the C-SSM 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 knowledge, industry solutions, 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 a senior C-SSM professional. You will have opportunities 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 serve our clients effectively. We offer full-time employment from the outset, with practical application of your learning in your role. Upon successful completion of the program, you will transition into a direct customer-facing C-SSM position in your market, continuing to receive mentorship and coaching to expedite your professional growth.

Focus Areas for C-SSM:

  • SAP Business and Technology Platform (BTP) – Expertise in database management, analytics, application development, integration, intelligent technologies, and AI.
  • SAP Customer Experience (CX) - Proficiency in e-commerce, sales, customer service, and marketing processes.
  • SAP Digital Supply Chain (DSC) - Knowledge in Supply Chain, Asset Management, Manufacturing, Warehouse Management, 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 the Purchase to Pay process, procurement, subcontracting, supplier networks, and supplier portals.
  • SAP Signavio – Knowledge of Business Process Management and Business Process Automation applications.

Qualifications

  • 2-3 years of relevant experience demonstrating a strong track record in customer support and business transformation, ideally from consulting, sales, or account management roles, including issue resolution and escalation management.
  • Diverse experiences: 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 in a complex, matrixed environment.
  • Solid business acumen with demonstrated knowledge of business processes and/or industry standards.

About SAP Academy for Customer Success

The SAP Academy for Customer Success is a world-class training initiative that cultivates our future workforce by providing an energizing and inspiring experience within a globally diverse setting. This dynamic 10-month program lays the groundwork for a successful career at SAP.

We are committed to fostering a culture of inclusion, prioritizing health and well-being, and offering flexible work arrangements to ensure that everyone feels valued and can perform at their best. At SAP, we believe that our strength lies in the unique skills and qualities each individual contributes, and we invest in our employees to inspire confidence and help them reach their full potential.

Equal Opportunity Employer

SAP is proud to be an equal opportunity workplace and an affirmative action employer. We are dedicated to the principles of Equal Employment Opportunity and provide accessibility accommodations to applicants with disabilities. Qualified candidates 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.

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