Client Success Strategist

il y a 3 semaines

LevalloisPerret, Île-de-France SAP Temps plein

Empower Global Success

At SAP, we are dedicated to fostering an environment where you can excel. Our organizational culture emphasizes teamwork and a collective commitment to enhancing global operations. We prioritize the establishment of a future-oriented workplace that values diversity, promotes flexibility, and aligns with our mission-driven objectives. We provide a collaborative and supportive team atmosphere, focusing on continuous learning, recognizing individual achievements, and offering a range of benefits tailored to your needs.

About the SAP Academy for Customer Success

The SAP Academy for Customer Success is a specialized talent development initiative aimed at individuals at the beginning of their professional journeys.

Your Future Role

As a member of the Customer Success team, you will initially engage in the prestigious SAP Academy for Customer Success, a comprehensive 10-month program designed to equip you with essential skills and a solid foundation for a successful career. Upon completion of this transformative experience within a diverse and supportive global environment, you will transition into the role of Customer Success Manager (f/m/d).

Upon successful completion of the SAP Academy program, you will have the opportunity to pursue one of two dynamic career paths:

  • Specialist Customer Success Manager (S-CSM) (f/m/d): This role involves direct engagement with clients, guiding them through their business journey with our solutions. The S-CSM focuses on enhancing customer satisfaction, retention, renewals, references, and upsells for Cloud products within their designated solution portfolio. They oversee critical customer milestones throughout the lifecycle, from contract signing to system provisioning, ensuring successful implementation and achievement of business objectives.
  • Enterprise Customer Success Manager (E-CSM) (f/m/d): In this capacity, you will serve as a trusted advisor on SAP's business capabilities, driving the end-to-end customer journey from discovery to value realization, with an emphasis on adoption and consumption. The E-CSM acts as the strategic liaison for the customer, facilitating transformation and successful business outcomes while coordinating with the broader account team and partner ecosystem.

The path you choose, whether as a Specialist Customer Success Manager (S-CSM) or an Enterprise Customer Success Manager (E-CSM), will be influenced by your work experience and unique strengths.

Your Responsibilities

  • Complete a 10-month learn-apply program, which includes classroom and field phases with your CSM team, enhancing your readiness for the CSM role, a vital customer-facing position within our Customer Success division.
  • Engage in immersive, experiential learning focused on digital transformation, global intelligence, interpersonal skills, business and technology acumen, solution/industry knowledge, and strategic processes.
  • For E-CSM: Develop skills in advising on complex, global transformations and driving customer outcomes, renewals, expansions, and upsells.
  • For S-CSM: Cultivate expertise in your solution portfolio, managing customer retention, and driving value realization.
  • Receive localized onboarding with hands-on training and mentorship from a senior CSM professional. You will have the chance to work both behind the scenes and directly with clients.

This program will deepen your understanding of SAP and the Customer Success division, providing you with professional experience to effectively serve our clients. We offer full-time employment from the outset, with practical applications for your role. After successfully completing the program, you will transition into a direct customer-facing CSM role in your market, continuing to receive mentorship and coaching to accelerate your professional growth.

What You Bring

  • 2-5 years of relevant work experience with a proven track record in customer support and business transformation, ideally from consulting, sales, account management, or business roles (e.g., Finance, Operations, Supply Chain) that involve resolution and escalation management.
  • Experience in advising or leading complex global transformations.
  • Strong communication skills, including fluency in English and French; proficiency in additional local languages is advantageous.
  • Excellent interpersonal skills, characterized by curiosity, effective listening, professional demeanor, empathy, and a proactive approach.
  • Demonstrated ability to collaborate across diverse stakeholders and business functions in a complex environment.
  • Strong business acumen, with demonstrated knowledge of business processes and/or industries.

About SAP

SAP is a global leader in enterprise resource planning (ERP) software, evolving into a market leader in comprehensive business application software and related services. With a commitment to innovation, we empower over four hundred thousand customers worldwide to work together more efficiently and leverage business insights effectively. As a cloud company with a vast user base and a dedicated workforce, we are purpose-driven and future-focused, emphasizing collaboration and personal development.

Our Commitment to Inclusion

At SAP, we believe that our strength lies in our diverse workforce. Our culture of inclusion, focus on health and well-being, and flexible working models ensure that everyone feels valued and can perform at their best. We are dedicated to unleashing talent and fostering a more equitable world.

Equal Opportunity Employer

SAP is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to the principles of Equal Employment Opportunity and provide accommodations to applicants with disabilities. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.

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