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

SAP is a leading company in business application software and related services. The Digital Customer Success Manager will focus on optimizing customer onboarding and adoption processes while ensuring high customer satisfaction across a large portfolio of clients.

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