Customer Success Manager

• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Initiates digital service kick off for customers
• Ensures periodic service reviews to track the service quality across a range of customers
• Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES
• Orchestrates the overall service/project delivery according to planned scope, budget, and milestones
• Supports in de-escalations of critical customer situations
• Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
• Executes technical feasibility studies / solution reviews (if applicable)
• Contributes to customer release and maintenance activities
• Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
• Executes and supports problem management and continuous improvement
• Support customer satisfaction surveys
• Reviews SLA service credit cases
• Supports commercial change requests
• Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
• Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime
• Structured Knowledge Documentation: the working procedures for Supplier - derived from the processes maintained by SAP - will be documented by the Supplier, reviewed and signed off by SAP and be fully part of the managed services orchestration
• Systematic and faster onboarding of associates: mandatory trainings documentation
• Assess the current skill level and plan for competency uplift: report to be shared on a quarterly basis
• Enable continuous delta KTs on new topics and refresher sessions

SAP Basis – Customer Engagement Manager, German

Customer Success Manager

Customer Success – Operations