Sap Successfactors Senior Customer Success Manager

Dubai, United Arab Emirates

Job Description

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!

The SAP SuccessFactors Senior Customer Success Manager (CSM) is a Senior Consultant responsible for the overall management of a complex SAP SuccessFactors Customer Account throughout its lifecycle. The Senior CSM has the relevant qualifications and business acumen to manage large scale, high risk, strategic projects that span organizational boundaries including multiple business units and service partners/vendors.
The Senior CSM:
  • Is embedded in the customer team and advocates for customer as being an extended part of their internal team.
  • establishes trusted advisor relationships with the customer’s executive sponsors and key stakeholders and decision makers.
  • is recognized as a driving force in the customer team, understanding and responding to customer needs, and tracking account activity.
  • provides expertise with respect to the customer’s use of the SAP SuccessFactors solution by understanding key elements of the customer’s environment.
  • acts as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
  • facilitates meetings effectively, setting clear goals and expectations, and documenting discussions and next steps.
  • aligns Preferred Success offerings to customer business strategy and goals and demonstrates business outcomes.
  • facilitates customer meetings and reviews, including quarterly business reviews presentations, key feature adoption analysis and reviews.
  • engages cross-functional resources both internally and with customer organizations to align on problem solving activities.
  • has the communication skills to present an effective delivery approach during proposal reviews in front of the customer.
  • provides leadership to the overall team structure responsible for delivering the project and ensures that all project activities are performed in accordance to SAP methodology, quality standards, reporting and governance frameworks.
  • assists in knowledge transfer between customer and internal teams.
  • manages effectively time, workload and shifting priorities.
  • provides occasional off-hours support with key projects and go-lives.
  • communicates effectively with customers both verbally and in writing.
  • seeks out and embraces feedback, takes on challenging assignments to improve skills, and keep knowledge and skills up-to-date and turn mistakes into learning opportunities.
  • meets customer expectations by anticipating and helping in the resolution of their issues.
  • provides mentoring to the project managers and project team members, defines individual objectives and priorities, evaluates performances and facilitates success.
  • maintains a clear vision of the project and the surrounding business environment, and proactively manages operational and business risks in alignment with SAP business leaders.
  • performs project reviews and reinforces the enterprise knowledge management through the communication of lessons learned and best practices development, and through active contribution to regional communities and practices.

  • Bachelor's degree is required, Master’s degree preferred
  • Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers.
  • Ability to communicate effectively with individuals at all levels including C-levels, internally and externally, with appropriate discretion where required.
  • Excellent communication & presentation skills.
  • Excellent English language skills, written and verbal. Arabic language is an advantage.
  • Ability to lead requirements-gathering sessions
  • Ability to learn and assimilate information quickly
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks
  • The ideal candidate is a pro-active driver, self-driven, able to work under minimal guidance, results-oriented, pragmatic.
  • Project Management experience is an advantage
  • An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or Hybrid (e.g. Cloud and On-premise)
  • Knowledge of SAP Cloud Platform is an advantage
  • Enthusiast, strong work ethic and a positive attitude

  • 7+ years of customer-facing project management experience in large scale, high risk, or strategic IT projects
  • 5+ years of experience in leading teams (local or virtual)
  • 3+ years of experience in implementing and supporting SAP SuccessFactors
  • Strong domain knowledge of HR Processes and HR Transformation
  • Certifications in SuccessFactors Employee Central, Employee Central Payroll is an advantage
  • Cultural awareness and experience working across different cultures and nationalities
  • Strong leadership and people management skills

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: or, APJ:, EMEA:
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:297923 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time |

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Job Detail

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    Full Time
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  • Job Location
    Dubai, United Arab Emirates
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