Digital Customer Success Manager

**We help the world run better**
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.
As a Digital Customer Success Manager - Specialist (D-CSM Specialist), you will act as a trusted advisor, maximizing customer lifetime value by delivering guidance to customer executives and their line of business while accelerating near term value delivery via the rapid adoption and consumption of solutions.
The D-CSM Specialist ensures scalable, proactive engagement by following a globally consistent framework. The standardized customer experience blends the human touch with key data-driven Tech-touch interactions and self-service resources. This complementary approach, combining automation with human engagement, fosters successful adoption and increases the customer's accountability throughout their transformation journey.
- Build executive relationships and earn trusted advisor status with customers
- Identify new opportunities for customers to leverage new or expanded SAP solutions
- Mitigate churn through a strong focus on Adoption & Consumption
- Identify sales leads and support sales in expansion and upsell efforts
- Manage through crisis and de-escalate customer situations
- Drive renewals, expansions, and up-sells of subscription or perpetual license-based solutions
Your focus is RISE with SAP, the transformation journey to help SAP ERP customers transition to SAP Business Suite. Particularly on SAP S/4HANA Cloud Private Edition as steppingstone to SAP Business Suite. You enable organizations to accelerate cloud adoption, optimize business value, and maximize automation by leveraging digital tools.
What you bring:
- Executive presence and relationship building skills
- Knowledge of business models, strategies, and line of business processes
- Proven ability to handle difficult customer situations and discuss complex issues with customer executives
- Experience with cloud software solutions and delivery models
- Expert level domain expertise
- Knowledge of SAP solutions portfolio and the business processes they enable
- SAP Business Suite certification
- Some technical understanding to address technical issues with customers
- Bachelor's degree or equivalent required
- Experience in business software
- Knowledge of SAAS and IAAS processes
- Strong program/project management and governance skills
- Relationship-driven mindset with excellent verbal and non-verbal communication skills
- Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based solutions.
Meet your team:
You will work closely with SAP Regional leadership and account teams. You will also coordinate internal SAP and partner resources to ensure value delivery.
Location: Sao Leopoldo
**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 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: | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

---