Specialist Customer Success Manager (S-CSM) - SAP Academy for Customer Success - Boston (Hybrid)

Sap N' Sap - Burlington, MA

Full-time - Entry Level

Remote - Burlington, MA

10,001+ employees

About the position

The Specialist Customer Success Manager (S-CSM) at SAP Academy for Customer Success is a pivotal role designed for individuals early in their careers, focusing on enhancing customer satisfaction and retention through effective management of customer relationships. This position involves guiding customers through their business journey with SAP solutions, ensuring they achieve their business objectives and derive maximum value from their investments. The S-CSM is responsible for overseeing key customer milestones throughout the customer lifecycle, from the initial deal signature to system provisioning, implementation progress monitoring, and business case achievement. This role serves as the strategic point of contact for customers, leveraging resources across SAP functions to maintain overall customer health and satisfaction. As part of the SAP Academy for Customer Success, the S-CSM will engage in a comprehensive 10-month learn-apply program that includes both classroom and field phases. This immersive experience is designed to enhance the S-CSM's skills in digital transformation, business and technology acumen, and solution knowledge. Participants will receive onboarding in their local market, complemented by on-the-job training and mentorship from experienced S-CSM professionals. The program aims to enrich participants' understanding of SAP and the Customer Success board area, preparing them for a direct customer-facing role upon successful completion. The S-CSM will focus on various SAP solutions, including Digital Supply Chain, SuccessFactors, Intelligent Spend and Business Network, Signavio, and SAP Business Technology Platform. Knowledge in these areas is crucial for effectively managing customer retention and driving value realization. The role requires strong communication and interpersonal skills, as well as the ability to collaborate across diverse stakeholders in a complex environment. Overall, the S-CSM position is integral to SAP's mission of helping customers run better by providing exceptional support and guidance throughout their journey with SAP products.

Responsibilities

• Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with the CSM team.
• Immerse in multi-dimensional, experiential learning focusing on digital transformation and business acumen.
• Enhance skills around the solution portfolio, managing customer retention, and driving value realization.
• Receive onboarding in the local market with on-the-job training and mentoring by a senior S-CSM professional.
• Oversee key customer milestones throughout the customer lifecycle, ensuring customer satisfaction and retention.

Requirements

• 2-3 years of work experience supporting customers and business transformation, preferably in consulting, sales, or account management.
• Strong communication skills, including fluency in English and local language.
• Proficient interpersonal skills, including effective listening, empathy, and a proactive mentality.
• Demonstrated ability to collaborate across diverse stakeholders in a complex, matrixed environment.
• Strong business acumen with knowledge of business processes and/or industries.

Nice-to-haves

• Experience in global roles or leadership positions.
• Background in volunteerism, music, or sports that demonstrates multi-dimensional experience.

Benefits

• Full-time employment from day one with practical learning application.
• Opportunity to develop a global peer network and engage with customers.
• Competitive salary and benefits package.