As a Digital Customer Success Manager - Specialist (D-CSM Specialist), you will act as a trusted advisor, maximizing customer lifetime value by delivering guidance to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of solutions.
The D-CSM Specialist ensures scalable, proactive engagement by following a globally consistent framework. The standardized customer experience blends the human touch with key data-driven Tech-touch interactions and self-service resources. This complementary approach, combining automation with human engagement, fosters successful adoption and increases the customer s accountability throughout their transformation journey.
- Build executive relationships and earn trusted advisor status with customers
- Identify new opportunities for customers to leverage new or expanded SAP solutions
- Mitigate churn through a strong focus on Adoption & Consumption
- Identify sales leads and support sales in expansion and upsell efforts
- Manage through crisis and de-escalate customer situations
- Drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions
Your focus is RISE with SAP, the transformation journey to help SAP ERP customers transition to SAP Business Suite. Particularly on SAP S/4HANA Cloud Private Edition as steppingstone to SAP Business Suite. You enable organizations to accelerate cloud adoption, optimize business value, and maximize automation by leveraging digital tools.
What you bring
- 8+ years of experience in S/4 HANA Private Cloud solution under the capacity as a Consultant or Support Advocate or Pre-Sales etc.
- Overall understanding of Business Suite
- Executive presence and relationship building skills
- Knowledge of business models, strategies, and line of business processes
- Proven ability to handle difficult customer situations and discuss complex issues with customer executives
- Experience with cloud software solutions and delivery models
- Expert level domain expertise
- Ability to apply risk-mitigation strategies to customer situations
- Knowledge of SAP solutions portfolio and the business processes they enable
- SAP Business Suite certification
- Some technical understanding to address technical issues with customers
- Bachelors degree or equivalent required
- Experience in business software
- Knowledge of SAAS and IAAS processes
- Strong program/project management and governance skills
- Relationship-driven mindset with excellent verbal and non-verbal communication skills
- Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.
- Additional Languages: Chinese and Korean or Japanese
