SAP Principal Customer Success Manager

NTT DATA Business Solutions is seeking a Principal Customer Success Manager who will oversee the success of critical customer accounts. This role involves acting as a trusted advisor to enterprise clients, driving customer outcomes, and managing the relationship lifecycle to ensure service excellence and revenue growth.

Responsibilities:

• Serve as the lead point of contact for high-value, strategic enterprise customers, developing strong, long-term relationships with key stakeholders and decision-makers
• Develop and execute tailored customer success strategies that align with the customer's business objectives, ensuring the delivery of tangible outcomes
• Conduct executive business reviews, providing insights on performance metrics (SLAs/KPIs), risk assessments, and recommendations for future success
• Drive strategic discussions with customers to identify and capitalize on opportunities for optimization, growth, and innovation in service delivery
• Act as the primary advocate for customers, ensuring their needs and concerns are heard and addressed within the company
• Manage and resolve complex customer issues and escalations, coordinating with internal teams to deliver timely and effective solutions
• Monitor customer satisfaction, anticipate challenges, and proactively address potential issues to maintain strong relationships and customer health
• Stay current with the delivery of managed services on the account (if applicable), ensuring that service levels meet or exceed contractual obligations and customer expectations
• Collaborate closely with internal teams (Consulting, Operations, PreSales and Sales) to ensure value alignment on customer goals, service delivery, and long-term planning
• Identify areas for process improvement and work with cross-functional teams to drive initiatives that enhance the customer experience
• Proactively identify opportunities for account expansion through up-sell and cross-sell initiatives, collaborating with Sales and Product teams to drive additional value for customers
• Partner with Sales and PreSales on contract renewals, contributing to negotiations and ensuring mutually beneficial terms that support both customer success and business growth
• Contribute to the company's overall business strategy by providing customer insights and feedback that inform product development and go-to-market efforts
• Act as a thought leader within the Customer Success organization, contributing to the development of best practices and innovative approaches to account management
• Mentor and share expertise with other CSMs, fostering a collaborative culture focused on customer-centric solutions and continuous improvement
• Lead by example in customer communications, project management, and issue resolution, demonstrating excellence in all aspects of account management
• Track, analyze, and report on key metrics for assigned accounts, including customer satisfaction, retention rates, NPS, and overall health
• Present insights and recommendations to senior leadership, using data to influence decision-making and drive customer success strategies
• Regularly assess the health of key accounts, providing proactive recommendations and action plans to ensure continued success

Requirements:

• Bachelor's degree required
• 10+ years of customer success, account management, or related experience in a leadership or high-impact individual contributor role, preferably in SaaS, managed services, or cloud environments
• 7+ years of SAP, ERP, or similar industry experience, with expertise in managing large-scale, complex enterprise accounts
• Demonstrated ability to manage complex, high-value customer relationships and deliver successful outcomes
• Proven track record of driving customer satisfaction, retention, and growth in a customer-facing role
• Exceptional communication, presentation, and relationship-building skills, with the ability to engage and influence executive-level stakeholders
• Strong strategic thinking and problem-solving abilities, with the capability to develop and execute long-term customer success plans
• Expertise in ITIL and/or Agile frameworks, project management methodologies, and customer success platforms
• Proven ability to collaborate across teams and departments to achieve customer and business goals
• High business acumen, with the ability to identify opportunities for revenue growth and drive value for both the customer and the company
• advanced degree (MBA or equivalent) preferred