Customer Success Manager / CSM focusing on SAP Ariba
SAP
Chiyoda City, Toky, JP
5 日前

Requisition ID : 275437

Work Area : Sales Support

Expected Travel : 0 - 10%

Career Status : Professional

Employment Type : Regular Full Time

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.

Company Overview

SAP Ariba is the global leader in business commerce networks, supporting more than $450 billion dollars in yearly trade between over 1 million connected companies.

Ariba is transforming the way the world conducts business and is poised for strong continued growth with its innovation around the commerce graph.

Every day, we help companies big and small collaborate with trading partners to manage spend, cut costs, reduce risk, and grow revenue.

POSITION SUMMARY

The Preferred Care support program provides SAP Ariba customers with support expertise and collaboration tools that support and enable customers to achieve success with the SAP Ariba applications.

The goal of this program is to strengthen SAP Ariba’s trusted partnership with targeted customers and provide support for value realization, resulting in increased customer satisfaction, contract retention, and renewals.

It is the role of the Customer Success Manager to drive and build these customer relationships via the tasks outlined below.

EXPECTATIONS AND TASKS

Customer Success Manager is a client-facing role, delivering ongoing support and guidance around application support strategy and transformation topics after the sales cycle has completed.

The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals.

The role manages diverse, high profile and / or key accounts.

Key tasks include but are not limited to the following :

  • Leverage SAP Ariba tools, services, methodologies and best practices to support successful implementation.
  • Leverage SAP Ariba tools, services, methodologies and best practices to ensure that the customer’s SAP Ariba solution runs with optimal level of performance, stability, and data consistency.
  • Understand and explain features and benefits of the product line as it relates to customer needs.
  • Build trusted relationships with customer’s senior / strategic management, business, and IT teams to deliver the SAP Ariba Enterprise Support portfolio in alignment with the SAP Ariba Enterprise Support and Preferred Care charter.
  • Devise support engagement plans that consider customer’s business challenges / goals and map solutions for these to the appropriate program features. For example :
  • Challenges arising from integration and transition between Cloud and On-Premise.
  • Empowering customers to utilize appropriate services in order to meet their SAP Ariba operational goals.
  • Understand the customer’s technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process.
  • Investigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption.
  • In Production Down or Go Live endangered situations, act as De-escalation liaison, collaborating with the Mission Critical Support Back office, the customer, and any other parties involved.

  • Facilitate successful on-boarding of Net New customers.
  • Proactively identify opportunities for customers who require a more customized level of support delivered by an SAP Ariba Premium Engagement offering.
  • Drive SAP Ariba Enterprise Support and Preferred Care retention and renewals by delivering a valued and high-quality customer engagement.
  • Advisors are required to ensure that specific contractual deliverables are met. For example : Call schedules are in place, requests for assistance refreshing test instances are supported, etc.
  • EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Customer orientation and focus on quality, as well as skills to interact / collaborate with customer IT decision makers and LOB decision makers.
  • Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
  • Excellent communication & presentation (soft) skills.
  • Good English and excellent Japanese language skills.
  • Intercultural sensitivity : SAP ARIBA Enterprise Support and Preferred Care are global programs and interaction with customers worldwide is required.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
  • Project Management experience is an advantage
  • Graduate with a Bachelor Degree in IT / Computer Science / Physics / Mathematics / Engineering / Business or equivalent preferred
  • An understanding of IT landscapes and lifecycles with a specific focus on SAP ARIBA Solutions during transitions, implementations and operations phases for Cloud, standalone or Hybrid (e.
  • g. Cloud and On-premise)

  • Knowledge of the SAP ARIBA Enterprise Support and the included service offerings is an advantage
  • WORK EXPERIENCE

  • 5+ years’ working experience with proven ability in a customer-facing role to work with customers on project and senior management level.
  • Experience in working with Ariba solutions in a customer facing role will be an excellent advantage
  • Experience in working in global / virtual teams is an advantage.
  • Experience and / or acumen of the following technologies and solutions :
  • Cloud, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions & / or business application software (specifically HCM knowledge would be beneficial for this role)

  • Of great advantage are SaaS, XML, SSO, APIs, any SAP product related skills
  • Experience working in a global organization and proven record leading cross-functional teams is an advantage
  • Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements.
  • 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 ).

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

    Additional Locations :

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