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 strive daily to lay the groundwork for the future while cultivating a workplace that values diversity, flexibility, and aligns with our mission-driven and forward-thinking objectives. We provide a collaborative and supportive team atmosphere, prioritizing continuous learning and development, recognizing individual contributions, and offering a variety 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 first 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. Following this transformative experience in a globally diverse and supportive setting, you will transition into the rewarding position of Customer Success Manager (f/m/d).

Upon successful completion of the SAP Academy program, you will embark on one of two promising career trajectories:

  • Specialist Customer Success Manager (S-CSM) (f/m/d): This role involves direct collaboration with clients to navigate their business journeys using 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 key customer milestones throughout the customer lifecycle, from contract signing to system provisioning, monitoring implementation progress, and achieving business objectives. The S-CSM acts as the strategic liaison for the customer within the assigned solution portfolio, leveraging appropriate resources across SAP functions to ensure overall customer well-being.
  • Enterprise Customer Success Manager (E-CSM) (f/m/d): This position serves as the customer's advisor on SAP's business capabilities and advantages, guiding the complete customer journey from discovery to value realization, with a focus on adoption and usage. The E-CSM acts as the strategic point of contact for the customer, helping to define and drive customer transformation and successful business outcomes. They will coordinate the broader account team and partner ecosystem to deliver intelligent enterprise solutions.

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

Your Responsibilities

  • Complete a 10-month learn-apply program that includes both classroom and field phases with your CSM team, enhancing your support in the CSM role, a vital customer-facing function within our dynamic Customer Success division.
  • Engage in multi-faceted, experiential learning focusing on digital transformation, global intelligence, interpersonal skills, business and technology acumen, solution/industry knowledge, and strategic processes.
  • E-CSM: Develop skills in advising on complex, global transformations and driving customer outcomes, renewals, expansions, and upsells.
  • S-CSM: Cultivate expertise in your solution portfolio, managing customer retention, and driving value realization.
  • Receive onboarding in your local market with practical training and mentorship from a senior CSM professional in the field. You will have the opportunity 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 prepare you for serving our clients. We offer full-time employment from the outset with practical learning applications for your role. Upon successful completion of the program, you will transition into a direct customer-facing CSM role in your market, continuing to receive mentorship and coaching support to accelerate your development.

What You Bring

  • 2-5 years of professional 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 other local languages is advantageous.
  • Excellent interpersonal skills, including curiosity, effective listening, professional presence, empathy, and a proactive attitude.
  • Demonstrated ability to collaborate across diverse stakeholders and business functions in a complex environment.
  • Strong business acumen, including knowledge of business processes and/or industries.

About SAP

SAP innovations empower over four hundred thousand customers worldwide to collaborate more effectively and utilize business insights more efficiently. Originally recognized for leadership in enterprise resource planning (ERP) software, SAP has evolved into a market leader in comprehensive business application software and related services for databases, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees globally, we are purpose-driven and future-focused, fostering a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we ensure every challenge receives the solution it deserves.

Commitment to Inclusion

SAP's culture of inclusion, emphasis on health and well-being, and flexible working models ensure that everyone, regardless of background, feels valued and can perform at their best. We believe that our strength lies in the unique capabilities and qualities each individual brings to our organization, and we invest in our employees to inspire confidence and help everyone realize their full potential. We are dedicated to unleashing all talent and creating a more equitable world.

Equal Opportunity Employer

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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