Digital Customer Success Manager (DCSM) - Generalist NA - Midwest

SAP is a leading company in business application software and related services, aiming to provide an industry-leading digital customer engagement experience. The Digital Customer Success Manager will onboard new customers, drive customer adoption, and ensure high levels of customer satisfaction through effective engagement and support.

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 interpreting customer data to prioritize customer engagements
• Contribute to improve 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 to build relationships externally and internally
• Creative problem solving under pressure when working through customer issues
• Excellent listening, written and oral communication skills