Customer Success Manager Generalist

Title: Customer Success Manager Generalist

Location: Ciudad de México, MX, 06500

Department: Consulting and Professional Services

Job Description:

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift-up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

About the Role

The SAP Cloud Success organization is aiming to create an industry-leading Digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance from SAP (via our Customer Success Managers) to our customers. CSMs will use a low touch/virtual engagement approach in order to provide an excellent customer experience across a large portfolio of customers (80-100).

The objective of this function will be to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business.

Further responsibilities:

• Onboard New customers
• Conduct virtual onboarding sessions and regular check-ins during the implementation phase
• Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices
• Assist customers in case of showstoppers and roadblocks
• Drive customer adoption and respond to risk scenarios
• Engage 1:1 with priority customers as well as execute 1:many initiatives to drive customer outcomes at scale
• Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources
• Identify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practices
• Act as trusted advisor and be first point of contact for non-technical inquiries
• Build and leverage a network of key internal stakeholders from different functions that can support customer success
• Analyze and interpreting customer data to prioritize customer engagements
• Contribute to improve overall customer satisfaction & accelerate SAP’s reference pipeline

Requirements:

Location: Ciudad de México, México

• Experience in a client facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management or Consulting
• Previous experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Supply Chain Management, Human Experience Management, BTP, Customer Experience, or FSM would be a plus
• Experience managing high volume of customer engagements
• Proven experience working with diverse, cross functional teams, both virtually and globally
• Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment
• Strong orientation towards teamwork and collaboration
• Strong interpersonal skills which aid to build relationships externally and internally
• Creative problem solving under pressure when working through customer issues
• Excellent listening, written and oral communication skills
• Fluency in Spanish and English.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now

SAP'S DIVERSITY COMMITMENT To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

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 world.
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.
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.
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.
Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 449892  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid