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

SAP - Tempe, AZ

Full-time - Entry Level

Remote - Tempe, AZ

10,001+ employees

Publishing Industries

About the position

The Specialist Customer Success Manager (S-CSM) is a pivotal role within the SAP Academy for Customer Success, designed for individuals early in their careers. This position focuses on guiding customers through their business journey with SAP solutions, enhancing customer satisfaction, retention, renewals, references, and upsells for Cloud products. The S-CSM is responsible for overseeing key customer milestones throughout the customer lifecycle, starting from deal signature through system provisioning, monitoring implementation progress, and ensuring business case achievement. As the strategic point of contact for customers, the S-CSM leverages resources across SAP functions to maintain overall customer health. The S-CSM role involves completing a 10-month learn-apply program that includes both classroom and field phases, enhancing support into the S-CSM/E-CSM role. This immersive program focuses on digital transformation, global intelligence, human skills, business and technology acumen, and solution/industry knowledge. Participants will receive onboarding in their local market, on-the-job training, and mentoring from senior S-CSM professionals. The program aims to enrich knowledge of SAP and the Customer Success board area, preparing participants for a direct customer-facing SCSM role upon successful completion. The S-CSM will focus on various areas including SAP Digital Supply Chain, SAP SuccessFactors, SAP Intelligent Spend and Business Network, SAP Signavio, SAP BTP, and SAP Customer Experience. Each focus area requires specific knowledge and skills related to supply chain management, HR processes, procurement, business process management, data management, and customer experience processes. This role is critical in ensuring that customers derive maximum value from SAP solutions, thereby contributing to their overall success and satisfaction.

Responsibilities

• Guide customers through their business journey with SAP solutions.
• Increase customer satisfaction, retention, renewals, references, and upsells for Cloud products.
• Oversee key customer milestones throughout the customer lifecycle.
• 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.
• 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.
• Work both behind the scenes and directly with customers.
• Participate in practical and immersive portions of the program, including travel to San Ramon, California.

Requirements

• 2-3 years of work experience with a proven record of supporting customers and business transformation, preferably from consulting, sales, and/or account management.
• Strong communication skills including fluency in English and local language.
• Proficient interpersonal skills including passion, curiosity, effective listening skills, professional presence, empathy, and a 'can-get-it-done' mentality.
• Demonstrated ability to collaborate across diverse stakeholders and business functions in a complex, matrixed environment.
• Strong business acumen including demonstrated knowledge of business processes and/or industries.

Nice-to-haves

• Multi-dimensional experience: global experience, leadership role, entrepreneurial/self-starter, volunteerism, music, sports, etc.

Benefits

• Full-time employment from day one with practical learning application for the role.
• Opportunity to develop a global peer network.
• Engagement with customers to help solve their unique business challenges.
• Access to world-class cloud-based products and services.
• Competitive salary and benefits package.