Customer Success Specialist Manager

hace 2 meses

Ciudad de México, Ciudad de México SAP A tiempo completo

Empowering Global Business Success

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 and cultivate a workplace that appreciates diversity, prioritizes flexibility, and aligns with our mission-driven and forward-thinking objectives. We provide a supportive, collaborative team atmosphere with a strong emphasis on professional growth, acknowledgment of individual achievements, and a range of benefits tailored to your needs.

About the SAP Academy for Customer Success

The SAP Academy for Customer Success is a specialized talent development initiative aimed at individuals embarking on their professional journeys.

Your Role

The Customer Success Specialist Manager (C-SSM) engages directly with clients to navigate their business transformation utilizing our solutions. The C-SSM is tasked with enhancing client satisfaction, retention, renewals, references, and upselling opportunities for Cloud products within their designated solution area. This role involves overseeing critical client milestones throughout the customer journey, 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 appropriate resources across SAP to maintain overall client well-being.

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

  • Completing a comprehensive 10-month learn-apply program, which encompasses both classroom and field phases alongside your Customer Success Management team, enhancing your readiness for the C-SSM role, a vital client-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 expertise, and strategic methodologies.
  • Developing skills related to your solution portfolio, managing client retention, and driving value realization.
  • Receiving localized onboarding with practical training and mentorship from an experienced C-SSM 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 serve our clients. We offer full-time employment from the outset, ensuring practical application of your learning in your role. Upon successful completion of the program, you will transition into a direct client-facing C-SSM position in your market, continuing to receive mentorship and coaching to accelerate your professional development.

Focus Areas for C-SSM:

  • SAP Business and Technology Platform (BTP) – Expertise in database management, analytics, application development and 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) - Understanding of core HR and payroll, talent management, employee experience management, HR analytics, and workforce planning.
  • SAP Intelligent Spend and Business Network (ISBN) - Familiarity with 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 professional experience with a proven track record in customer support and business transformation, ideally from consulting, sales, or account management roles that involve resolution and escalation management.
  • Diverse experience: global exposure, leadership roles, entrepreneurial initiatives, volunteer work, and participation in sports or 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, demonstrating knowledge of business processes and/or industry practices.

About SAP Academy for Customer Success

The SAP Academy for Customer Success is a premier training initiative designed to cultivate our future workforce by providing an engaging and inspiring experience within a globally diverse setting. This dynamic 10-month program fortifies the foundation for a successful career at SAP.

Join us to build a global network, collaborate with clients to address their unique business challenges, and leverage world-class cloud-based products and services, all while enjoying competitive compensation and benefits.

Commitment to Inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible work arrangements ensure that everyone, regardless of background, feels valued and can perform at their best. We believe that our strength lies in the unique capabilities and qualities each individual brings to our organization, and we invest in our employees to inspire confidence and help everyone realize their full potential.

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 accommodations to applicants with physical and/or mental disabilities.

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