Digital Customer Success Manager (DCSM) at SAP

Digital Customer Success Manager (DCSM)

SAP America, Inc. seeks a Digital Customer Success Manager (DCSM) at our Newtown Square, PA location to engage, enable, and support customers in assigned region on post-sales engagement methodology and post sales related topics cross cloud or LOB specific.

Expectations and Tasks:

• Provide value and expertise regarding specific LOBs, in order the continuity of the customer's (and their customer's) cloud subscription-based solutions and maximizing their usage at the product level.
• Support assigned customers to establish their own customer success practice to utilize best practices, monitor adoption, and collect feedback to continuously improve processes and tools to ensure Customer Success.
• Establish a sustainable Customer Success practice that drives cloud subscription adoption, renewals, and the expansion of SAPs footprint.
• Assure customer value realization, secure renewals, reduce cancellations and enable business expansion.
• Govern and direct work to enable customers on the documentation and support of their customer's business strategy and objectives and goals.
• Review business cases to facilitate value realization checks with assigned customers.
• Execute Customer-level Relationship Assessments and coordinate and consolidate LOB Relationship Assessments.
• Stay knowledgeable on customers' industry, business strategy and market conditions/climate.
• Simplify the customer engagement model by acting as the post-sales SAP face to the customer.
• Identify and mitigate risks to current and future recurring revenue.
• Assure customer has a success plan for all their entitlements Consumption and Commercials.

Education and Occupational Experience: Bachelor 's degree or foreign equivalent in Business Administration, Computer Science, Engineering or a related field of study and two (2) years of experience in the job offered or related occupation. Alternatively, a Master 's degree or foreign equivalent in Business Administration, Computer Science, Engineering or a related field of study.

Qualifications/Skills and Competencies Experience: Prior experience, internship or academic coursework to include each of the following: SAP Enterprise Resource Planning (ERP) including integration and SAP HANA Platform; SAP S/4HANA Private and Public Cloud solutions; Drive RISE Adoption Framework for SAP S/4HANA Private and Public Cloud customers; Secure early renewals, replacements, and upsells on Cloud Subscriptions; and Renewal forecasting and customer churn prevention analysis.

Travel: Position requires up to 40% domestic travel to various and unanticipated customer sites nationwide to implement SAP business solutions.

Compensation Range Transparency: The annual base salary range for this position is $106,974 - $124,560. 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 combined range for this position is $106,974 - $155,700. 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.