What we offer Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now! POSITION SUMMARY The Customer Success Manager is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals. EXPECTATIONS AND TASKS You have a proven record of successful account management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation. You delight in exceeding customer expectations. Key tasks include but are not limited to the following: Leverage NS2 tools, services, methodologies and best practices to ensure customers' success Understand and explain features and benefits of the product line as it relates to customer needs Build trusted relationships with customer's senior/strategic management, business and IT Develop a regular cadence with the customer ensuring open lines of communication Devise engagement plans that consider customer's business challenges/goals and map solutions for these to the appropriate program features Understand the customer's technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process. Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. Act as a de-escalation Liaison during Production Down or Go-Live situations collaborating with Frontline Support or the Operation Support Services, the customer, and any other stakeholders involved Work with NS2 Operations, Support, Project Managers, and Security Teams, when needed Facilitate successful on-boarding of Net New customers Drive retention and renewals by delivering valued and high-quality customer engagements Ensure that specific contractual deliverables are met Participation &/or leading strategic projects EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES United States Citizen is a requirement. We do not allow dual citizenship. Ability to communicate and present effectively with individuals at all levels, internally and externally, with appropriate discretion where required. Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic) Project Management experience is an advantage Graduate with a bachelor or master's degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent preferred WORK EXPERIENCE 2-3+ years' working experience with proven ability in a customer-facing role to work with customers on project and senior management level Experience working in global / virtual teams is an advantage Experience and/or acumen of the following technologies and solutions: SAP Cloud Solutions, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements We are SAP SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together. Our inclusion promise 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 and more equitable world. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Americas: @sap.com or @sap.com, APJ: @sap.com, EMEA: @sap.com. EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor. Requisition ID:306116 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: The key to SAP's success? Our people. We grow. We lead. We innovate - together! We believe that the difference between success and failure is a great team. As colleagues, we support, challenge, and inspire one another every day. We're results-driven and ready to go the extra mile for our customers. We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together. Driven by innovation? It's in our DNA. At SAP, innovation is more than just developing top-notch software - it's creating technologies that open up new possibilities. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. We know this doesn't happen by accident, so we provide a working environment that promotes free thinking, bold ideas, and collaboration. Of course, having the resources and expertise of a major global organization helps too. Got ambitious goals? Achieve them - at SAP. Stay relevant, agile, successful. SAP's robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged - and working towards their individual career goals. There's more to it than coding. Learn, innovate, and get rewarded. Be your best in a flexible and collaborative environment. The boldness it took to start our company is exactly what we need to keep growing it. That's why we introduced the Hasso Plattner Founders' Award - the highest employee recognition at SAP. It's awarded annually by the CEO to an individual or team whose extraordinary achievement best delivers on SAP's vision and strategy. Driven by innovation. SAP has continuously evolved to become a market leader in end-to-end enterprise application software, database, analytics, intelligent technologies, and experience management. Our customers are solving the world's hardest problems. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. Our vision of the future of enterprise IT is simple - software must be hyper-personalized, modular in nature, and support outcome-based business models. Not all heroes wear capes. The key to SAP's success? Our people. They are innovators, leaders, and all around great human beings. They come from many different countries, speak many different languages - and bring their own unique experiences to the table. * Previous Next SAP NS2 Customer Success Manager share Facility: 306116 Posted Date: Sep 9, 2021 Work Area: Customer Service and Support Career Status: Professional Employment Type: Regular Full Time Expected Travel: 0 - 10% Location: Herndon, VA, US, 20171 Send me alerts every days Create Alert Send me alerts every days