Senior Solution Customer Success Manager - Supply Chain Management
SAP
Job Overview
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Job Description
About SAP
At SAP, we believe in bringing out the best in you. We are builders impacting over 20 industries and 80% of global commerce, and we seek your unique talents to help shape the future. You'll find a supportive environment for personal growth, wellbeing, and belonging, alongside continuous learning, skill development, and excellent benefits.
The Senior Solution Customer Success Manager - Supply Chain Management Role
As a Supply Chain Solution Customer Success Manager (S-CSM), you will serve as a trusted advisor, aiming to maximize customer lifetime value. This involves delivering Supply Chain expertise to customer executives and their line of business, while accelerating near-term value delivery through the rapid adoption and consumption of SAP Supply Chain solutions.
What You'll Do
- Build deep executive relationships and earn trusted advisor status with customers.
- Identify new opportunities for customers to leverage new or expanded SAP solutions within and outside of the Supply Chain portfolio.
- Mitigate churn and manage renewals of SAP solutions/services.
- 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, and line of business processes.
- Proven ability to handle difficult customer situations and discuss complex issues with customer executives.
- Experience with cloud software solutions and delivery models.
- Line of Business experience in Supply Chain Planning, Asset Management, Manufacturing, Warehouse Management, Transportation Management, Product Lifecycle Management and Business Networks.
- Expert level buying center/Lines of Business domain expertise.
- Ability to apply risk-mitigation strategies to customer situations.
- Knowledge of SAP Supply Chain portfolio and the business processes they enable.
- Some technical understanding for assigned solution area 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.
Meet Your Team
You will collaborate closely with SAP MU leadership, account teams, industry teams, and the solution management organization. You will also coordinate internal SAP and partner resources to ensure value delivery.
Skills You’ll Use
Professional Skills
- Business Acumen
- Complex Problem Solving
- Effective Communication
- Customer Orientation
- Establish Trust
- Influencing Skills
Tech Industry & SAP General Skills
- Key Performance Indicators (KPIs)
- Artificial Intelligence
- Software-as-a-Service
- Technology Innovation
- Supply Chain
- SAP Cloud Suite Portfolio
- RISE and GROW with SAP
Role Specific Skills
- Customer Value Journey Alignment
- Account Governance
- Account Strategy
- Customer Success Management
- Customer Retention
- Relationship Building
- Technology Solution Adoption
- Overcoming Objections
Key skills/competency
- Supply Chain Management
- Customer Success
- SAP Solutions
- Executive Relationship Management
- Cloud Software
- Value Delivery
- Churn Mitigation
- Renewal Management
- Program Management
- Business Acumen
How to Get Hired at SAP
- Research SAP's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume for SAP: Highlight relevant Supply Chain Management, Customer Success, and SAP solution experience, quantifying your achievements.
- Showcase your impact: Provide concrete examples of how you've driven customer value, managed renewals, or supported sales expansion in previous roles.
- Master SAP Supply Chain solutions: Demonstrate deep knowledge of the SAP Supply Chain portfolio and the business processes they enable, including cloud models.
- Prepare for executive engagement: Practice discussing complex business issues and demonstrating your ability to build trust and de-escalate customer situations.
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