Leader jobs in Germany

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The CSM Market Unit Leader is a leader of a multi-faceted organization that supports the end-to-end customer journey for the Market Unit organization and is responsible for leading the Customer Management MU strategy and execution for Cloud customer success and revenue retention and expansion. This role works broadly across the SAP organization, including Sales, Solution Area CSMs, Digital CSMs, Indirect PCSMs, and others, to drive the Cloud presence in the Market Unit and implement and scale MU operations to achieve customer revenue growth goals, customer retention, and customer satisfaction.

The CSM Market Unit Leader is expected to create a transformational mindset culture as SAP continues its journey to become a top-performing cloud company. The ideal candidate will be a proven leader with deep Customer Success Management and Engagement domain expertise, and knowledge of developing and maintaining customer relationships across all phases of the customer journey.

• Accelerate customers’ transformation to Cloud while minimizing churn through prioritizing value-driven sales cycles, a focus on adoption, consumption, and value realization.
• Responsible for the accurate and timely reporting of the Market Unit renewal and churn forecast in collaboration with Sales, Revenue Operations, CS&D, Solution Areas, dCSM and PES teams. Manage and drive churn reduction and churn recovery to improve and overdeliver churn and renewal rate targets.
• Lead MU team execution for Revenue Retention programs, Public cloud Adoption and Churn Risk Avoidance.
• Liaise with Product and Solution leadership to communicate feedback regarding performance, product development needs, evolving strategy and market conditions affecting the business requirements and roadmap priorities, representing the voice of the customer and field.

• Operationalize the transformation of Customer Success Management with cross-collaboration between Customer Success, CS&D, and Product Engineering Board Areas.
• Support and drive Market Unit CSM demand generation initiatives, working with Demand Management, Sales, and Marketing to further Cloud’s growth.
• Prepare and deliver a renewal execution strategy optimizing renewals for profitability and customer satisfaction.
• Drive innovation and incubation areas through the introduction of AI everywhere, adoption of digital modalities and extension of digital motions along the customer value lifecycle via a tight interlock with the Customer Success go-to-market and transformational strategies.

• Define HC coverage and capacity and skill specialization requirements across responsible business units.
• Define and report against steering KPIs for the Customer Success Management organization.
• Strategically support the development of accounts and renewal opportunities.

• Continuously drive on-time renewal business execution through strategic deal negotiation, commercial expansion, and accurate renewal forecasting.
• Focus on strategic revenue programs like price increase, SAP Preferred Success, consumption, margin and early/multi-year renewals to expand SAP’s footprint at time of renewal.

• Provides scalable, proactive engagement for a broad base of customers to help them realize their full potential with SAP's solutions.
• Delivers a standardized customer experience and predictable growth and retention for SAP.

• Helps our customers deploy and adopt SAP solutions, enable innovation, identify project risk and reduce total cost of ownership.
• Runs effective revenue retention programs.

• Customer Focus: Well- respected, proven leader with a strong focus on the Customer and Customer success. In depth understanding of SAP Solutions, the wider market and the differentiators which SAP can leverage for success.
• Leadership: Track record of solid line and dotted line organization management manifested by high leadership trust score and employee engagement score. Culturally aware with an appreciation and understanding of how to best engage and solution across the Market Unit.
• Business performance: Ability to impact and / or directly deliver non-linear top line growth; track record engaging with customer-facing, sales, services, support or customer engagement organizations.

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.