SAP Business AI S-CSM Manager (f/m/d) for MEE

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. 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.

All SAP Locations in Germany like Berlin, Hamburg, Ratingen, Eschborn, Walldorf, Gerlingen, Hallbergmoos etc. are possible.

YOUR FUTURE ROLE

The Regional S-CSM Manager (f/m/d) for SAP Business AI is a leadership role responsible for delivering business results through customer management and engagement over the life cycle of SAP’s relationship with the customer.

The focus of the Regional S-CSM Manager (f/m/d) is to drive High Touch customer success across the broad SAP Business AI portfolio in Middle and Eastern Europe. They will work cross-functionally across all Solution Area Customer Success Management teams to drive Custom and embedded AI demand.

This individual oversees the creation of the SAP Business AI Customer Success Team and adoption of S-CSM best practices from the BTP S-CSM team in MEE. Their primary role is to support and guide the customer success management activities of the S-CSMs, in alignment with the SAP Business AI MEE lead and Regional Solution Area CRO. A key focus area is to introduce, enhance and embed developed S-CSM practice at an account level, to help ensure maximum customer business value realization and forecast accuracy.

YOUR PROFILE

• Drive customer expectations, business goals & value drivers across their customer lifetime.
• Improve customer retention and reference-ability by delivering regional target rates for contract renewal, adoption and consumption as well as churn mitigation, cross-sells and upsells.
• Plan, forecast and oversee the consumption of AI units, services and capabilities in the region, in collaboration with CROs, Regional BTP S-CSM teams and partners.
• Lead the role career, development and enablement focus on the region.
• Improve customer satisfaction over baseline as defined by SAP Net Promoter metrics.
• Serve as a member of the BTP MEE leadership team with responsibilities for adoption and consumption of SAP Business AI units and profitable growth.
• Support regional business development initiatives, working with Sales, Customer Advisory, Marketing and Partner Ecosystem teams.
• Identify, develop and/or enhance the S-CSM role and value proposition within the region.
• Provide practice leadership, operational credibility and visibility to all constituencies.
• Maintain executive level contact at senior stakeholder levels.
• Provide operational oversight into Account Management, including Consumption Forecasts, Outcome Success Plans, Solution Renewals/Expansions.
• Work with the team to analyze customer business and market trends.
• Establish practice level operating goals and forecast against these goals.
• Provide feedback to regional leadership regarding performance and product development needs.
• Assess the performance of the S-CSM practice to establish internal strengths and weaknesses.
• Demonstrate broad and deep knowledge of SAP Business AI solutions.

WORK EXPERIENCE:

• At least several years experience leading a successful customer-facing VAT, team or organizations.
• Full working proficiency in German and Business English, with proficiency in additional languages considered a plus.
• Demonstrated understanding of the broad SAP Business AI solution portfolio.
• Demonstrated experience providing executive level sponsorship & relationships.
• Experience in driving results within a complex matrix organization.
• Demonstrated experience in program management and/or client management.
• Strong analytical skills and ability to evaluate current Customer operations.
• Proven ability to identify specific Customer value-added opportunities.
• Exposure to multicultural scenarios / international work experience.
• Demonstrated ability to anticipate, mitigate and solve problems.
• Excellent listening, written and oral communication & relationship skills.
• Willingness to travel.

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.

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. We ultimately believe in unleashing all talent and creating a better and more equitable world.

Requisition ID: 417519 | Work Area: Sales | Expected Travel: 0 - 50% | Career Status: Management | Employment Type: Regular Full Time