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Enterprise Customer Success Manager

1 month ago

กรงเทพมหานคร, Thailand SAP Full time

**We help the world run better**

**Key Responsibilities & Tasks**
The Enterprise Customer Success Manager (E-CSM) is the customer’s advisor on SAP business capabilities and benefits, driving the end-to-end (E2E) customer journey, from discovery to realization, with focus on adoption and consumption. The E-CSM will help define and drive customer transformation, value realization and successful business outcomes. They will orchestrate the Virtual Account Team (VAT) members and the partner ecosystem to deliver the intelligent enterprise.

**Customer Transformation**
> Partner with the VAT to establish the customer transformation
> Coordinate the SAP value proposition across the account team, including mapping business cases to solution capabilities, prioritizing customer requirements, creating implementation strategies with partners.
> Orchestrate business outcome-based roadmaps with both short and long-term focus

**Solution Adoption and Consumption**
> Facilitate creation of a success plan and an adoption plan.
> Facilitate delivery of 1st value and mitigate adoption risk.
> Drive full value of customer goals and provide recommendations for value case updates and continued adoption and consumption based on usage metrics.
> Function as the ERP focal point during customer transformation

**Innovation and Growth**
> Build on customer momentum to ensure ongoing renewals and growth (upsell/cross-sell).
> Drive renewal by demonstrating achieved value and providing insights on solution optimization.
> Extend and accelerate customer transformation. Develop use cases to support expansion of and new value in customer priorities.
> Innovate with customer to fuel new growth.
> Drive customer references.

**Experience & Educational Requirements**
> Experience with software/IT organizations and with specific expertise in Enterprise and/or LoB software solutions and/or business architecture through Solution Management, Sales, Presales, Adoption/Consumption, Consulting or Business Development roles.
> Knowledge of Cloud, Hosted Services, SAAS/ PAAS/ IAAS models and cloud-based commerce/ business models and networks.
> Experience advising complex, global transformations and driving customer outcomes, renewals, expansions and upsells.
> Knowledge of SAP’s offerings.
> Experience with business/financial case analysis and creation.
> Experience with business and IT alignment in large businesses, large business (account) management, account engagement design and facilitation.
> Experience in a complex, matrixed environment.
> Record of building strong customer relationships.
> Experience in a selected industry area, if required.
> Fluency in English, any other language an asset
> Fluency in the language of local markets desirable. Thai speaking.

> Education Bachelor's degree (or equivalent) required, MBA or equivalent degree from accredited university preferred.

**Global Mobility**

No. Only for local internal hires.

**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.

**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.

Requisition ID: 385380 | Work Area: Sales | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.