Summary:

Customer Success organization is aiming to create an industry-leading Virtual customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help, guidance and experts from SAP to our customers after they have purchased an SAP solution. The objective of this function will be to optimize the customer onboarding and adoption processes to improve renewal rates, customer satisfaction and customer success in the Digital customer segment through a consistent, efficient and scalable methodology across different SAP lines of business.

The role of the Customer Success Partner (CSP) has been an effective method when engaging with the most important customers (top 5%) in a high touch manner. In order to scale, SAP needs to develop engagement models for all customer classifications (remaining 95%). To close this gap, the role of a DCSM has been established for all cloud lines of business. DCSM’s will use a low touch/virtual engagement approach to provide and excellent customer experience across a number of customers. The DCSM will be in several e-centers globally and have access to the latest digital tools.

The Role:

DCSMs will be working in a shared service environment covering accounts in the Digital Segment and interacting in a proactive (direct reach out) and reactive (inbound/web) way.  Customers can connect with one of many DCSMs via a shared email address, a work in process scheduling app or through the work in process ‘Customer Watch List’ as defined by internal stakeholders such as CSMs, support, product management, and/or consulting etc.

Target New Customers on a frequent basis to offer virtual onboarding sessions and check-ins during the implementation and adoption processes. DCSMs will adapt a standard onboarding PPT to the specific customer and review live what was licensed, ensure successful login, and position themselves as a shared entity accessible in the future via generic email and/or app. 

Respond to risk scenarios - DCSMs will be a point of contact for defined customer risk scenarios helping to orchestrate appropriate communication channels for support but are not considered a replacement for standard SAP support and practices.  Sharing SAP Cloud solutions strategic direction and best practices by reacting to customer requests in either 1:1 or 1:n sharing sessions. Where relevant, experts will be brought in to address specific topics. Understand and Deploy the use of the Customer Lifecycle Methodology (CLM) to support customers across the onboarding and adoption phases to a successful renewal. Maintain customer interactions in Gain Sight with the hope that as Digital customers achieve desired results/success and move into a new customer category all touchpoints and learnings are well documents for smooth handover. Document processes, create templates, and organize all content and team activities for transparency, team collaboration and effective onboarding of new DCSMs as the role expands. 

Expanding responsibilities over time - Increase enablement, adoption and usage of solutions that drive value for the customer. Identify areas for improvement across the existing subscription as well as additional software to help solve problems Support/Drive successful renewals working with all existing support teams (Renewal Center) The DCSM needs to be a master at networking and coordinating resources across many teams within many functions to make sure we provide the most effective scalable processes.  The ability to influence teams reporting into the LOB but supporting the Virtual Engagement shared service will be key.  

Requirements:

• 3+ years industry experience in SAP Cloud Solutions or Other Cloud Products
• Experience working in one of the areas such as Sales / Pre-Sales / Post-Sales / Support
• Commercial experience including experience developing and executing account management plans
• Experience managing high volume customer engagements
• Proven ability to work with virtual/social tools to engage with customers
• Proven experience working with diverse sales, support and operations functional organizations – virtually/globally
• Record of building strong customer relationships (internal and external)
• Demonstrated ability to anticipate and solve problems
• Demonstrated ability to manage multiple tasks across functions
• Excellent listening, written and oral communication skills in English, Chinese and Korean is preferred.

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