SAP Fieldglass Program Success Manager

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

ROLE DESCRIPTION

The Program Success Manager proactively engages with SAP Fieldglass’ customers, both individually and with a one-to-many strategy, to drive & accelerate their value realization, foster account expansion, increase customer satisfaction, and secure references. This is achieved by building strong relationships with customer stakeholders and helping them maximize the value of their SAP partnership by achieving their desired business outcomes across the LACE (Land, Adopt, Consume and Expand) cycle with the emphasis on ACE. The Fieldglass PSM influences customer satisfaction by driving focus on solution consumption to achieve business value, proactively monitoring customer health, and mitigating risk by orchestrating engagement activities through continuous relationship management for a designated set of Digital and Protect PAYG accounts.

PSM’s specific responsibilities include:

• Be the primary post-sales customer executive point of contact at the LoB solution level establishing expectations and relationship governance
• Orchestrates and educates customers on success resources across SAP through the customer Onboarding process and beyond
• Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate SAP stakeholders
• Participating in the development, communication and rollout of team strategies to foster relationships with account key contacts where possible, to include:
  • Increasing enablement and customer adoption of solutions that drive value for the customer
  • Identify potential new business within existing customers
  • Increasing the customer’s usage of their contracted cloud applications up to and beyond the entitlements that they have.
  • Tracking customer health, engagement and satisfaction
• Meet or exceed team goals on revenue and profitability for account segment including but not limited to renewals, solution expansion, license increase and revenue growth.
• Maintain a close working relationship with other regional business teams (such as SAP and Cloud LOB AEs, and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
• Support team’s role as an escalation contact to facilitate failed escalations for those accounts within their portfolio
• Help drive successful renewals (including accurate forecasting) and support Account Executives to identify growth opportunities
• Support team efforts that ensure successful onboarding of new customers, confirm ongoing customer strategy, assess progress, align value to realization and strengthen relationships.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills

• Experience in managing complex customer engagements.
• A self‐starter, with energy, drive and the ability to manage multiple priorities.
• Experience acting as a trusted and strategic advisor to customers.
• Experience managing through conflict
• Strong oral and written communication skills with experience presenting ideas
• Capability to adapt communication style to fit diverse styles
• Interest to acquire a thorough knowledge of Fieldglass products and eco-systems and be able to communicate and demonstrate their value.

Preferred skills

• Sales, CEE or CSM experience
• Good product knowledge of SAP Fieldglass
• Ability to identify and understand the needs of the customers.
• Good knowledge of SaaS models and Cloud mindset
• Experience working with high volume of customers
• Aptitude for creative/innovative thinking and analysis
• Detailed understanding of navigating SAP’s support processes and Organization(s)

Education/Work Experience

• Bachelor’s Degree or equivalent work experience
• 2-5 years relevant of relevant work experience in the area of Customer Engagement, Sales, Presales, Business Development and/or Consulting

We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

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:307555 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - USA