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Are you passionate about driving customer success and building strong relationships with clients? We are seeking an experienced Customer Success Manager to join our dynamic Fieldglass Program Success Management (PSM) Team. As a subject matter expert in External Workforce programs, you will be responsible for ensuring our customers\' success, fostering account expansion, and enhancing customer satisfaction. The PSM Team 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.

Key Responsibilities:
1. Customer Success:

• Be the trusted advisor to our customers, ensuring their success with the SAP Fieldglass solution.
• Engage with customer\'s External Workforce Program stakeholders, understanding their objectives, and guiding them towards achieving success with Fieldglass.
• Develop, maintain, and execute the External Workforce Program Outcome Success Plan (OSP) to drive customer adoption and usage of Fieldglass solutions.
• Conduct regular customer success and business reviews, assessing customer value and identifying opportunities for deeper engagement.
• Stay up-to-date with the customer\'s industry, business strategy, and market conditions to provide tailored solutions.

2. Engagement & Coordination:

• Serve as the primary post-sales point of contact for senior executives, establishing a strong relationship governance.
• Coordinate and orchestrate resources across SAP and partners to ensure the customer achieves their desired outcomes.
• Proactively address improvement opportunities and act as the voice of the customer, providing valuable feedback to SAP stakeholders.
• Collaborate with Customer Success Partners to ensure seamless customer support.
• Utilize SAP resources for expert support when needed.

3. Consumption & Commercials:

• Monitor and drive SAP Fieldglass adoption and consumption, documenting the business impact.
• Identify and mitigate risks to recurring revenue and support customer cloud and premium subscription renewals.
• Work closely with sales to discover upsell and cross-sell opportunities, promoting the adoption of new SAP solutions.
• Ensure the customer becomes a referenceable advocate for our products and services.

Experience & Educational Requirements

Experience & Language Requirements:
Account Management

• +8 years of experience in account management related activities resulting in a demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships.
• Proven ability in driving renewals, expansions and up-sells & able to identify new opportunities
• Deep knowledge of how SAP operates and drives \xe2\x80\x9cCustomer Lifetime Value\xe2\x80\x9d.

Functional Expertise

• Expert level SAP Fieldglass domain expertise
• Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits.
• Experience with complex global transformation programs in a consulting or advisory capacity across Fieldglass and the Fieldglass ecosystem.
• Proven ability to operate in complex organizations, de-escalate and apply risk-mitigation strategies to customer situations.

Soft Skills

• Excellent executive presence & strong relationship building skills.
• Excellent verbal and non-verbal communication skills.
• Strong program / project management.
• Expert governance and stakeholder management skills.
• Strong commercial / deal support skills.
• Aptitude for creative/innovative thinking and analysis
• Experience managing through conflict

SAP-Specific Knowledge

• Deep understanding of Fieldglass products, relationships with solution management organization and related partner ecosystem as appropriate.
• Detailed understanding of navigating SAP\'s support processes, Organization(s) and tools (e.g., Customer Engagement Workplace, Totango, CRM, functionality adoption reporting etc.).

We build breakthroughs together

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.

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 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: 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 . Specific conditions may apply for roles in Vocational Training.

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: 377957 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

Requisition ID: 377957

Posted Date: Aug 18, 2023

Work Area: Sales

Career Status: Professional

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location:

Abu Dhabi, Abu Dhabi, AE, 2576

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