Customer Success Manager Expert - Office of the CFO
Description
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.
W****hat you’ll do
The Specialist Customer Success Manager (CSP)
- o CFO (office of the CFO) has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers. The focus of this position is two fold, to maximize the value that customers receive through SAP oCFO solution adoption to ensure that the customers deploy and use of all of their entitled subscription software. The sCSM is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management. The sCSM is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer.
Duties and Responsibilities
Develop and implement account strategies and implementation plans for emerging and renewal customers that further existing account adoption and identify new business opportunities within assigned accounts. These plans should:
Ensure rapid adoption and enablement of solutions that drive value for the customer.
Expand business process automation across the specific Line of business applications.
Increase the customer’s usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.
Complete Relationship Assessments, Outcome Success Plans, initiate tracking, and maintain associated tasks for each account in the portfolio.
Develop and nurture account relationship and engage C-Level and program sponsors to ensure customer success.
Track SLA performance, usage and adoption metrics, and overall customer satisfaction.
Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, Product support personnel, Global Account Directors, Managing Partners and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
Act as primary escalation point for cloud solutions for those accounts within their portfolio.
Focus on Customer extended adoption and foster solutions consumptions using all available tools, orchestrate experts deployment and AI use case consumptions
Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth
Demand generation within oCFO stack and cross fertilization of other sub-solution and Solution lines, follow-up on management and commercial negotiation of derivate opportunities (from Leads to opportunity closing) for Upsell and renewal
Prepare and deploy strategy for Renewal and churn control of customer engagements.
Facilitate quarterly Account Reviews and monthly Relationship Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships
What you bring
3 to 5 years of experience implementing, deploying and rolling out or advising customers on how to adopt Financial solutions experience.
Strong Financial and office of the CFO solutions experience, as reference (at least one or more of these categories):
Accounting & Finance planning (Blackline, SAP Advanced Financial Closing…)
GRC, Tax and Trade (S4HC Advanced Compliance Reporting, SAP Doc and Reporting Compliance service, SAP Cloud Identity Access Governance….)
SAP Taulia
Quote to Cash (SAP CPQ, SAP Commerce Cloud,.)
Treasury & Working Capital (S4HC Cash Management, S4HC Receivables Management, SAP Multi Bank Connect, S4HC treasury & risk mgmt, SAP Multi Bank Connect …)
Experience in customer financial department (AP, AR, Controlling and Planing, compliance and audit…) as a optional value.
5+ years of experience in at least one of the following areas:
Managing complex customer engagements
Commercial experience including experience developing account management plans and contract negotiation
Selling or delivering consulting services
Developing / executing