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

SAP - Palo Alto, CA

Full-time - Entry Level

Remote - Palo Alto, CA

10,001+ employees

Publishing Industries

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. The S-CSM will guide customers through their business journey with SAP solutions, ensuring they achieve their business objectives and derive maximum value from their investments. This role involves overseeing key customer milestones throughout the customer lifecycle, from the initial deal signature to system provisioning, implementation progress, and business case achievement. The S-CSM 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 participate in a comprehensive 10-month learn-apply program that includes both classroom and field phases. This program is designed to enhance the S-CSM's skills in digital transformation, business and technology acumen, and solution knowledge. Participants will receive on-the-job training and mentoring from experienced S-CSM professionals, allowing them to immerse themselves in practical learning experiences that prepare them for direct customer-facing roles. Upon successful completion of the program, participants will transition into a full-time S-CSM role, continuing to receive support and mentorship to accelerate their professional growth. 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, along with relevant consulting or project implementation experience, will be crucial for success in this role. The position emphasizes collaboration, effective communication, and a strong understanding of business processes to drive customer success and satisfaction.

Responsibilities

• Guide customers through their business journey with SAP solutions to increase satisfaction and retention.
• Oversee key customer milestones throughout the customer lifecycle, from deal signature to system provisioning.
• Monitor implementation progress and ensure business case achievement for customers.
• Serve as the strategic point of contact for customers within the assigned solution portfolio.
• Leverage appropriate resources across SAP functions to maintain overall customer health.
• Complete a 10-month learn-apply program that includes classroom and field phases with the CSM team.
• Enhance skills around the solution portfolio, managing customer retention, and driving value realization.
• Receive onboarding and mentoring from a senior S-CSM professional in the field.

Requirements

• 2-3 years of work experience supporting customers and business transformation, preferably in consulting, sales, or account management.
• Proven record of resolution and escalation management.
• Strong communication skills, including fluency in English and local language.
• Proficient interpersonal skills, including effective listening, empathy, and a 'can-get-it-done' 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.
• Entrepreneurial mindset or self-starter attitude.
• Background in volunteerism, music, or sports.

Benefits

• Full-time employment from day one with practical learning application.
• Mentoring and coaching support to accelerate growth after program completion.
• Competitive salary and benefits package.