Virtual Customer Success Manager

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.

• Virtual Customer Success Partners are generalists that manage a portfolio of up to 100 accounts across SAP Solution Areas.

What you'll do:

As a Customer Success Manager, you will act as a trusted advisor, maximizing customer lifetime value by delivering to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of solutions.

• Build executive relationships and earn trusted advisor status with customers
• Identify new opportunities for customers to leverage new or expanded SAP solutions
• Mitigate churn of SAP solutions/services through observing consumption of products and taking action to help drive adoption of products with low consumption.
• Identify sales leads and support sales in expansion and upsell efforts
• Manage through crisis and de-escalate customer situations
• Drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions

What you bring:

• Strong executive presence and relationship building skills
• Deep knowledge of business models, strategies.
• Proven ability to handle difficult customer situations and discuss complex issues with customer executives
• Experience with cloud software solutions and delivery models
• Ability to apply risk-mitigation strategies to customer situations
• Knowledge of the SAP solutions portfolio and the business processes to address technical issues with customers
• Bachelor's degree or equivalent required
• Experience in business software
• Knowledge of SAAS and IAAS processes
• Strong program/project management and governance skills
• Expert commercial/deal support skills
• Relationship-driven mindset with excellent verbal and non-verbal communication skills
• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can 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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 74,100 - 169,800 CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: www.SAPNorthAmericaBenefits.com

Requisition ID: 408548 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid