Solution Customer Success Manager - Digital Supply Chain

SAP - Lake Mary, FL

Full-time - Mid Level

Lake Mary, FL

Publishing Industries

About the position

The Supply Chain Solution Customer Success Manager (S-CSM) serves as a trusted advisor to customers, focusing on maximizing customer lifetime value through the delivery of Supply Chain expertise. This role involves building strong executive relationships, identifying opportunities for SAP solutions, managing renewals, and driving expansions and upsells of subscription or perpetual license-based solutions.

Responsibilities

• Act as a trusted advisor to maximize customer lifetime value.
• Build deep executive relationships with customers.
• Identify new opportunities for customers to leverage SAP solutions.
• 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.

Requirements

• 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 or Product Lifecycle Management.
• Expert level buying center/Lines of Business domain expertise.
• Ability to apply risk-mitigation strategies to customer situations.
• Knowledge of SAP Supply Chain solution 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.

Benefits

• Competitive salary range of 116400 - 251800 USD based on experience and skills.
• Annualized compensation includes base salary and variable incentive target.
• Comprehensive benefits package as outlined in SAP North America Benefits.