Customer Success Manager Procurement ( Based Only)📣 Job Ad

About the Role

SAP - Germany is seeking a Customer Success Manager - Procurement to join their team. This is a regular full-time position based in Riyadh, Saudi Arabia. The role focuses on driving customer value realization and ensuring business outcomes are met through the effective consumption of purchased SAP solutions and services.

Role Overview and Responsibilities

The Customer Success Manager is responsible for managing a designated set of customer accounts. This includes developing and executing post-sales account management strategies, defining and implementing outcome success plans focused on adoption and consumption, and managing customer relationships. Key responsibilities involve mitigating issues, acting as a point of escalation for assigned customers, and identifying opportunities for solution and service expansion through lead generation. The CSM will drive mutual success for both the customer and SAP across the Land, Adopt, Consume, and Expand (LACE) cycle.

• Develop and implement account strategies and consumption plans to drive customer outcomes and renewals.
• Build trusted relationships with customers to support value-based consumption activities.
• Monitor Service Level Agreement (SLA) performance and maintain high customer satisfaction.
• Engage with Global Customer Success Centers to leverage expertise.
• Utilize data and tools to track and manage adoption and consumption activities, including Relationship Assessments and Outcome Success Plans.
• Serve as the primary point of escalation for customer account issues.
• Contribute to the development of success plays and best practices.
• Identify opportunities for SAP footprint expansion within customer accounts.

Project Management and Execution

This role involves managing projects of high volume or complexity, defining deliverables, and providing definitive advice. The Customer Success Manager will ensure business-critical and innovative results are achieved, meeting goals and milestones while managing approved budgets. This includes tracking single project budget lines and managing escalations appropriately. Building strategic partnerships with key decision-makers in customer and partner organizations is also a key aspect of this role.

Communication and Collaboration

The Customer Success Manager represents SAP to customers, ensuring the delivery of quality outcomes for projects. This involves finding common ground for cooperation within project teams, formulating clear project plans with milestones and timelines, and communicating relevant project messages in a timely manner with constructive feedback. Capturing stakeholder opinions and expectations and communicating them to the project team is also essential.

Qualifications and Experience

Candidates must have previous experience with Procurement and the Fieldglass solution. Strong Line of Business specific experience in Procurement is mandatory. A minimum of 10 years of experience is required in at least one of the following areas: managing complex customer engagements, commercial experience including account management plan development and contract negotiation, driving adoption and consumption for maximum value realization, or customer relationship management expertise. Leadership experience is desirable. Proficiency in SAP Commercial and Account Management Systems is required. Experience in complex account management with a customer focus, developing lasting customer relations, is essential. Saudi Nationals are preferred in line with local mandates.