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.

Key Areas of Responsibility and Tasks
 

As a Specialist Customer Success Manager (S-CSM) for Procurement in LAC North, you will be responsible for customer success, adoption and consumption, revenue retention, renewals SAP Ariba and Fieldglass customer relationships.  

You lead efforts to help our customers achieve their business goals, realize value, improve solution adoption, achieve customer references, and drive customer engagement. You will build and maintain relationships with strategic decision makers at customer organizations (such as CPO, CIO, CFO), partners, and internally at SAP to deliver business results. 

Duties and Responsibilities

Drive Value Realization
•    Understand customer needs, and how to leverage SAP Procurement solutions to address them.
•    Proactively engage customers to ensure they adopt full functionality to get maximum value from their SAP Procurement investment.
•    Consistently monitor account health, identify early warning signs for risk, and proactively address problems.

 

Effective Commercial Management

•    Manage, track, and update account activities in terms of subscriptions, financial practices, contract terms, and product usage
•    Retain current revenue footprint and look for expansion opportunities
•    Work closely with administration and renewals to ensure renewal forecasts are executed on‐time.
 

Build Account Relationships
•    Develop trusting and deep relationship with multiple SAP-internal and customer stakeholders.
•    Understand various levels of customer organization (C‐Level, System Admin/User, Buyers, Finance, IT, etc.)
•    Advocate for and become voice of customer within SAP; understand competitive threats and utilize proper escalation channels to help customers during times of need.

 

Manage Reference‐ability
•    Drive customer references and business transformational stories across accounts.
•    Establish success metrics, annual goals and key objectives agreed with the customer.

•    Improve customer satisfaction over baseline as defined by SAP Net Promoter metrics for SAP Procurement

 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

•    Experienced in managing complex customer engagements
•    Experienced in Procurement, Supply Chain, Supplier Management

•    Commercial experience including experience developing account management plans
•    A self‐starter, with energy, drive and the ability to manage multiple priorities. Experience acting as a trusted and strategic advisor to customers Strong knowledge of SaaS models and Cloud mindset.
•    Strong ability to organize, prioritize and execute to meet your goals in time
•    Capability to withstand frequent and intense pressure as a result of challenging customer situations and a demanding workload; must be able to maintain a positive, solutions oriented and professional manner throughout.
•    Strong oral and written communication skills with the ability to credibly present recommendations to senior management in the organization; proven capability to adapt communication style to fit geographically diverse styles.
•    Ability to identify and understand the needs of the customers, hence leading up to an opportunity
•    Capability to acquire a thorough knowledge of SAP products and eco-systems, and be able to communicate and demonstrate their value 

Experience & Language Requirements

2+ years senior level experience desirable Ariba or Fieldglass experience is highly desirable Cloud/Procurement or Supply Chain experience is desirable Experience in a complex matrix organization Demonstrated experience identifying and successfully managing customer relationships, customer success management, and customer lifecycle management Strong analytical skills and ability to evaluate current customer operations in comparison to Cloud strategic objectives Proven ability to identify specific customer opportunities and convert them into customer strategic plans Knowledge of local and regional regulations is an advantage.   Exposure to multicultural scenarios / international work experience Demonstrated ability to anticipate and solve problems, as well as navigate successfully through complex internal and customer environments Demonstrated ability to manage multiple tasks across functions Excellent listening, written and oral communication skills (English and Spanish / Portuguese is a plus) Willingness to travel

 

Education

Bachelor equivalent: yes; MBA preferred

 

​Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can 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.
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 SAP Referral Policy. 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: 411203  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.