Customer Success Manager

3 weeks ago

Galway, Galway, Ireland SAP SE Full time
Customer Success Manager - North America Late Shift

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 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.

What you'll do:

This is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that promote overall customer satisfaction, product adoption, and retention & renewals. The role manages diverse, high profile, and/or key accounts.

Key tasks of this role:

  • Develop a trusted relationship with key stakeholders and decision makers.
  • Understand and respond to customer needs, bringing the customers' value into focus.
  • Define and drive a targeted goal-based support engagement plan to realize key business, proving a Preferred Success scorecard.
  • Provide expertise to customers' use of SAP Cloud solutions, focusing on SAP Cloud solutions.
  • Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.
  • Provide personalized Quarterly Release Review & Continuous Trend analysis for Risk mitigation to support customers in developing an appropriate strategy that maximizes adoption.
  • Meet customer expectations by anticipating and orchestrating the resolution of their top issues, acting as an escalation point and collaborating with other departments as needed.

What you bring:

You have a proven record of successful account management, a proactive learner, and a creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up, and documentation, and you delight in exceeding customer expectations.

  • Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
  • An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations, and operations phases for cloud, standalone, or Hybrid.
  • Knowledge of SAP Preferred Success & Cloud Solutions and the included service offerings is an advantage.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic).
  • Excellent communication, enthusiastic, strong work ethic, and a positive attitude.

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

  • Bachelor or Honours Degree is an advantage.
  • 3 years' Customer Success Management or working experience with proven ability in a customer-facing role to work with dedicated customers at project and senior management levels.
  • Experience in working in global/virtual teams is an advantage.
  • Work with customer assignments located in North America. CSP is required to align their daily shift pattern with local North America business hours Monday-Friday 3-11pm (Shift allowance allocated).

Meet your Team

We are a team of nearly 25 Customer Success Partners based in Ireland (46 Globally) supporting 520 customers and growing. Preferred Success safeguards customer success by delivering high-value proactive engagements with great effectiveness and consistency to all customers. Our innovative, versatile, and consistent approach allows us to always put our customers' outcomes at the heart of everything we do.

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.

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.

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.

Requisition ID: 416933 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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