Digital Customer Success Manager (DCSM) - Generalist NA

Digital Customer Success Manager (DCSM) - Generalist NAWe 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.Candidate(s) will be required to work 3 days a week in office/client site as per our Pledge to Flex return to office policySAP is not offering relocation benefits for this role at this time.SAP is not offering current or future visa sponsorship for this role at this time.About the RoleThe 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) to our customers. DCSMs will use a low touch/virtual engagement approach in order to provide an excellent customer experience across a large portfolio of customers (80-100).The objective of this function will be 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 responsibilitiesOnboard New customersConduct virtual onboarding sessions and regular check-ins during the implementation phaseShare important SAP resources with customers such as webinars, trainings, events, or relevant best practicesAssist customers in case of showstoppers and roadblocksDrive customer adoption and respond to risk scenariosEngage 1:1 with priority customers as well as execute 1:many initiatives to drive customer outcomes at scalePursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resourcesIdentify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practicesAct as trusted advisor and be first point of contact for non-technical inquiriesBuild and leverage a network of key internal stakeholders from different functions that can support customer successAnalyze and interpreting customer data to prioritize customer engagementsContribute to improve overall customer satisfaction & accelerate SAP's reference pipelineRequirementsLocation: North America2-4 years of relevant professional working experience.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 ConsultingPrevious experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Supply Chain Management, Human Experience Management, Customer Experience, or FSM would be a plusExperience managing high volumeof customer engagementsProven experience working with diverse, cross functional teams, both virtually and globallyMotivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environmentStrong orientation towards teamwork and collaborationStrong interpersonal skills which aid to build relationships externally and internallyCreative problem solving under pressure when working through customer issuesExcellent listening, written and oral communication skillsQualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.Compensation Range TransparencySAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step towards 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 78,000 - 180,700. 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. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.Please note that any violation of these guidelines may result in disqualification from the hiring process.Requisition ID: 452920 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-HybridNearest Major MarketSan Francisco Nearest Secondary MarketOakland Job SegmentCloud, ERP, Pre-Sales, Supply Chain Manager, Technology, Sales, Operations, Customer ServiceJ-18808-Ljbffr