Customer Success Manager - Public Cloud Financial Solutions

Customer Success Manager - Public Cloud Financial Solutions

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Role Description

The Specialist Customer Success Partner (CSP) – RFC, has overall responsibility for the daily management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers. The focus of this position is twofold, to maximize the value that customers receive through SAP oCFO solution adoption to ensure that the customers deploy and use of all of their entitled subscription software. The sCSM is expected to serve as the primary point of contact for the customer and to maintain customer satisfaction through issue mitigation and escalation management. The sCSM is responsible for retention of the revenue associated with customers within their portfolio, effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer.

Duties and Responsibilities

• Develop and implement account strategies and implementation plans for emerging and renewal customers that further existing account adoption and identify new business opportunities within assigned accounts. These plans should:
• Ensure rapid adoption and enablement of solutions that drive value for the customer.
• Expand business process automation across the specific Line of business applications.
• Increase the customer’s usage aligned with their contracted cloud applications up to and beyond the entitlements that they have.
• Complete Relationship Assessments, Outcome Success Plans, initiate tracking, and maintain associated tasks for each account in the portfolio.
• Develop and nurture account relationship and engage C-Level and program sponsors to ensure customer success.
• Track SLA performance, usage and adoption metrics, and overall customer satisfaction.
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
• Maintain a close working relationship with other regional business teams (such as SAP and Cloud LoB AEs, Services Account Managers, Product support personnel, Global Account Directors, Managing Partners and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
• Act as primary escalation point for cloud solutions for those accounts within their portfolio.
• Focus on Customer extended adoption and foster solutions consumptions using all available tools, orchestrate experts deployment and AI use case consumptions
• Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth
• Demand generation within oCFO stack and cross fertilization of other sub-solution and Solution lines, follow-up on management and commercial negotiation of derivative opportunities (from Leads to opportunity closing) for Upsell and renewal
• Prepare and deploy strategy for Renewal and churn control of customer engagements.
• Facilitate quarterly Account Reviews and monthly Relationship Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships

Work Experience

• 3 to 5 years of experience implementing, deploying and rolling out or advising customers on how to adopt Financial solutions experience.
• Strong Financial and office of the CFO solutions experience, as reference (at least one or more of these categories):
• Accounting & Finance planning (Blackline, SAP Advanced Financial Closing…)
• GRC, Tax and Trade (S4HC Advanced Compliance Reporting, SAP Doc and Reporting Compliance service, SAP Cloud Identity Access Governance….)
• SAP Taulia
• Quote to Cash (SAP CPQ, SAP Commerce Cloud,…)
• Treasury & Working Capital (S4HC Cash Management, S4HC Receivables Management, SAP Multi Bank Connect, S4HC treasury & risk mgmt, SAP Multi Bank Connect …)
• Experience in customer financial department (AP, AR, Controlling and Planing, compliance and audit…) as optional value.
• 5+ years of experience in at least one of the following areas:
• Commercial experience including experience developing account management plans and contract negotiation
• Developing / executing adoption strategy and orchestrating business process re-engineering tasks
• Securing Sr Leadership, Program Board or Baord reporting
• Overall Transformation program PMO direction
• Customer relationship management and sales team management expertise
• Proficiency in SAP Commercial and Account Management Systems:CRM/ Harmony, Gainsight, One360, Cloud reporting.
• Financial systems, financial planning and enterprise resource planning expertise
• Management of Complex Account consolidated experience

Preferred Qualifications

• Bachelor’s or Master’s Degree, Finance and Accounting degree or master degree.
• 5 + years of overall Finance processes and
• Strong track record of multi-tasking/being highly organized and structured
• Experience in Consulting, account management, SaaS renewals
• Contract negotiation experience on either the buy or sell side
• Analytical, Detailed oriented, capacity to be synthetic and commercial savvy
• Problem solving attitude with a high degree of Customer Focus.
• Multi-lingual: Proficient in English. One of the most spoken EMEA local language is a plus i.e. French, Italian, Spanish, Dutch, Arabic.

Please note, this role can be located in any of these locations: UK, France, Benelux, Nordics, Spain, UAE / KSA.

Location: Middlesex, GB, TW148HD.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. SAP is committed to the values of Equal Employment Opportunity and provides 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. Successful candidates might be required to undergo a background verification with an external vendor. Please note that any violation of these guidelines may result in disqualification from the hiring process.

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