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Role Summary

As a **Solution Customer Success Manager (SCSM)**you will act as a trusted advisor a for customers adopting SAP Supply Chain Management solutions. You will own the post-salescustomer success lifecycle, while also bringing domain and solution expertise to accelerate value realization, drive adoption, mitigate risk, and identify expansion opportunities.

Job Description

The Customer Success Manager engages with SAP’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Customer Success Manager is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Manager drives mutual (customer & SAP) success across the solution lifecycle.

What you’ll do:

Customer Success & Value Realization

• Build and maintain trusted executive relationships with Cx Os and Supply Chain leaders.

• Understand customer business objectives, success criteria, and desired outcomes

• Drive adoption, consumption, and value realization Supply Chain solutions. Leverage data & tools to track and manage targeted adoption and consumption activities.

• Align customers to the SAP Customer Value Journey, ensuring continuous progress from adoption to optimization.

• Act as primary point of escalation for customers account issues. Manage escalations, de-escalate critical situations, and apply risk mitigation strategies during complex implementations or transformations.

• Engage with Global Customer Success Centres to leverage expertise as needed throughout the customer lifecycle

Commercial Growth & Account Strategy

• Own and drive renewals, retention, and churn mitigation for assigned customers.

• Identify and qualify expansion, up-sell, and cross-sell opportunitie s in collaboration with sales and account teams.

• Contribute to account planning, governance, and long-term customer strategy.

Enablement, Collaboration & Ecosystem

• Drive internal and external enablement activities

• Collaborate with SAP partners to support joint go-to-market (GTM) initiatives and customer success outcomes.

• Work closely with regional and global SAP teams to leverage best practices and innovation across the portfolio.

• Coordinate SAP and partner resources to ensure successful delivery of supply chain transformations.

• Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success.

Skills & Competencies

Professional & Customer Skills

• Strong business acumen and executive presence

• Relationship-driven mindset with excellent communication and influencing skills

• Complex problem-solving and objection-handling capabilities

• Customer-centric approach with focus on outcomes and value

Solution & Technology Skills

Deep understanding of SAP Supply Chain Management Solutions, with expertise in at least one of the following:

• SAP Integrated Business Planning

• SAP Extended Warehouse Management

• SAP Field Service Management

• SAP transportation Management

• SAP Business Networks (Freight Collaboration, Global Track and Trace, Supply Chain Collaboration)

• Strong knowledge of SAP Cloud Suite, SaaS delivery models, and Cloud ERP

• Ability to articulate solution value, differentiation, and industry proof points

What you’ll bring:

• 15+ years of total experience with 10+ years as Supply Chain practitioner or cloud software solutions and delivery models in Supply Chain Management.

• 10+ years overall experience in roles such as Customer Success, Solution Advisory, Pre-Sales, Consulting, Sales, or Product Management

• Hands-on consulting or implementation experience is a strong advantage

• Experience working in a large, multi-national software/technology organization preferred

• Bachelor’s degree required

• MBA, Master’s in Supply Chain preferred

Additional Information

• Ability to work effectively in a complex, matrixed, and virtual environment

• Willingness to travel 20–30% as required

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: 448542 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: