Digital Customer Success Manager (DCSM) - Generalist NA - Public Sector
SAP SE, Newtown Square, PA, United States
Digital Customer Success Manager (DCSM) - Generalist NA - Public Sector
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.
About the Role The SAP Cloud Success organization is aiming to create an industry‑leading digital customer engagement experience that provides an easy‑to‑use digital entry point with on‑demand access to self‑help and guidance from SAP via our Digital Customer Success Managers. DCSMs will use a low‑touch/virtual engagement approach to provide an excellent customer experience across a large portfolio of customers (80‑100).
The objective of this function is to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business.
Further Responsibilities
Onboard New customers
Conduct virtual onboarding sessions and regular check‑ins during the implementation phase
Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices
Assist customers in case of showstoppers and roadblocks
Drive customer adoption and respond to risk scenarios
Engage 1:1 with priority customers as well as execute 1:many initiatives to drive customer outcomes at scale
Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources
Identify customers at risk and take appropriate actions by involving Cross‑Functional Teams or sharing relevant best practices
Act as trusted advisor and be first point of contact for non‑technical inquiries
Build and leverage a network of key internal stakeholders from different functions that can support customer success
Analyze and interpret customer data to prioritize customer engagements
Contribute to improving overall customer satisfaction & accelerate SAP’s reference pipeline
Requirements
Location: North America
Experience in a client‑facing role, managing complex customer relationships, preferably in the software industry in areas such as pre‑sales, customer engagement, customer success management or consulting
Previous experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Supply Chain Management, Human Experience Management, Customer Experience, or FSM would be a plus
Experience managing high volume of customer engagements
Proven experience working with diverse, cross‑functional teams, both virtually and globally
Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast‑changing environment
Strong orientation towards teamwork and collaboration
Strong interpersonal skills which aid in building relationships externally and internally
Creative problem solving under pressure when working through customer issues
Excellent listening, written and oral communication skills
Compensation Range Transparency SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 448074 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI‑Hybrid
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About the Role The SAP Cloud Success organization is aiming to create an industry‑leading digital customer engagement experience that provides an easy‑to‑use digital entry point with on‑demand access to self‑help and guidance from SAP via our Digital Customer Success Managers. DCSMs will use a low‑touch/virtual engagement approach to provide an excellent customer experience across a large portfolio of customers (80‑100).
The objective of this function is to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business.
Further Responsibilities
Onboard New customers
Conduct virtual onboarding sessions and regular check‑ins during the implementation phase
Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices
Assist customers in case of showstoppers and roadblocks
Drive customer adoption and respond to risk scenarios
Engage 1:1 with priority customers as well as execute 1:many initiatives to drive customer outcomes at scale
Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources
Identify customers at risk and take appropriate actions by involving Cross‑Functional Teams or sharing relevant best practices
Act as trusted advisor and be first point of contact for non‑technical inquiries
Build and leverage a network of key internal stakeholders from different functions that can support customer success
Analyze and interpret customer data to prioritize customer engagements
Contribute to improving overall customer satisfaction & accelerate SAP’s reference pipeline
Requirements
Location: North America
Experience in a client‑facing role, managing complex customer relationships, preferably in the software industry in areas such as pre‑sales, customer engagement, customer success management or consulting
Previous experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Supply Chain Management, Human Experience Management, Customer Experience, or FSM would be a plus
Experience managing high volume of customer engagements
Proven experience working with diverse, cross‑functional teams, both virtually and globally
Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast‑changing environment
Strong orientation towards teamwork and collaboration
Strong interpersonal skills which aid in building relationships externally and internally
Creative problem solving under pressure when working through customer issues
Excellent listening, written and oral communication skills
Compensation Range Transparency SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 448074 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI‑Hybrid
#J-18808-Ljbffr