Preferred Success Digital Customer Success Manager

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

Open to hiring in other SEA countries

RESPONSIBILITIES, EXPECTATIONS AND TASKS

The Customer Success Partner 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 in turn promote overall customer satisfaction, product adoption and retention & renewals.

Key tasks include but are not limited to the following:

• Develop a trusted relationship with key stakeholders and decision makers from customers and SAP partners.


• Understand key elements of the customer’s environment and Cloud strategy.


• Management of customers in SAP Cloud Solutions.


• Understand and respond to customer needs bringing the customers value in the focus.


• Define and drive a targeted goal-based engagement plan (Success Plan).


• Provide expertise to customers’ use of SAP Cloud solutions,


• Facilitate access to product and functional expertise for certain topic areas e.g. via Empowerment Sessions.


• Provide tailored Release Reviews to support customer to develop an appropriate strategy that maximizes feature adoption.


• Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed.


• Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc.


• Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.


• Monitor quality of work and identify opportunities for continual improvement.


• Note this is mainly a remote role; however occasional customer visits can be considered (up to 25% on-site presence).

KNOWLEDGE, SKILLS AND COMPETENCIES

You have a proven record of successful account management and are a proactive learner and 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. You bring:

• Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.


• Customer facing experience is essential.


• Cloud mindset, and an understanding of Cloud deployments with SAP Activate methodology


• Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.


• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)


• Excellent communication & presentation (soft) skills.


• Enthusiast, strong work ethic and a positive attitude.


• Business Level English language skills, written and verbal.


• Knowledge of SAP Ariba, S4 Hana and SAP CX essential

EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE

• Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent.


• Up to 3 years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level.


• Experience in any of the following desired: SuccessFactors, S4 Hana, CX & other Cloud HR systems.


• Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.


• Experience in working in global / virtual teams is an advantage.


• Experience in transferring knowledge to others (coaching & mentoring) is an advantage.


• Knowledge of SAP Preferred Success and/or SAP Enterprise Support is an advantage.


• Proficiency in English 


• Proficiency in Thai and/or Bahasa would be beneficial

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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: [email protected].

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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 444462  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 20%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: Virtual - Thailand #LI-Hybrid