Digital Customer Success Manager Middle East & Africa

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. 

 

 

 

Summary:
As a Customer Success Manager (CSM), you will play a pivotal role in driving customer satisfaction and success within our SAP Cloud solutions portfolio. Working in a dynamic, shared services environment, you will proactively engage with a diverse portfolio of customers, guiding them through their entire lifecycle – from onboarding and adoption to value realization and renewal.
 
You will be the trusted advisor and advocate for your assigned customers, understanding their business objectives and leveraging your deep knowledge of SAP solutions to help them achieve their desired outcomes. This will involve proactive outreach, responding to inbound inquiries, and collaborating closely with internal stakeholders across various teams such as Technical Support, Product Management, Sales, and Consulting.
 
Key Responsibilities:
 
Onboarding and Adoption:
- Conduct virtual onboarding sessions tailored to individual customer needs, ensuring a smooth transition to SAP Cloud solutions.
- Welcome new customers with interactive virtual onboarding, to empower them with essential resources and best practices to ensure a smooth implementation.
- Proactively monitor customer progress during the implementation phase, providing guidance and addressing any roadblocks.
- Deliver targeted best practice guidance and training to drive user adoption and maximize solution value.
 
Change Management and Value Realization:
- Go beyond implementation to maximize solution adoption and value realization by connecting customers with the right resources at the right time, ensuring a smooth transition and rapid return on investment.
- Proactively identify and mitigate potential risks to customer success, orchestrating the appropriate internal resources when needed.
- Champion customer needs and feedback internally, advocating for continuous improvement and influencing product roadmap decisions.
 
Renewal and Expansion:
- Take proactive steps to identify and address risks and roadblocks, paving the way for successful renewal.
- Identify opportunities for upselling and cross-selling additional SAP solutions that align with customer needs and drive further business value.
- Collaborate closely with the Renewal Center team to ensure a seamless renewal process and maintain high retention rates.
 
Collaboration and Continuous Improvement:
- Build and maintain strong relationships with internal stakeholders across different functions to ensure a unified customer experience.
- Actively contribute to the development and optimization of internal processes, templates, and best practices for customer engagement.
- Continuously expand your knowledge of SAP Cloud solutions and stay abreast of industry trends to provide cutting-edge guidance to customers.
 
Requirement:
•    3+ years of experience in a client facing role, ideally Pre-Sales or Customer Success, managing relationships with global, complex organizations, working with Cloud Business SaaS solutions.
•    Strong understanding of cloud-based solutions and their implementation lifecycle.
•    Exceptional communication, interpersonal, and presentation skills with the ability to effectively engage with stakeholders at all levels.
•    Ability to manage a large volume of customer accounts while maintaining a high level of attention to detail.
•    Passion for customer success and a strong desire to help customers achieve their business goals.
•    Experience with SAP solutions is a plus but not required.
•    Ability to communicate complex information to diverse audiences in a clear and concise manner.
•    Motivation and flexibility to work in a high-growth organization, with the ability to learn quickly and adapt to a fast-changing environment.
•    Enthusiastic, proactive, and maintains a positive outlook, even in challenging situations.
•    Proven ability to work effectively within teams of diverse skills and backgrounds.
•    Experience working in Middle East & Africa is an advantage.
•    This job requires language fluency in English; Arabic language is a plus

 

Location

ONLY Barcelona

 

 

 

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

 

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 435700  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid