Customer Success Manager

Customer Success Manager - permanent role - powered by SAP Academy - Italy At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
The SAP Academy for Customer Success is a talent development program specifically for candidates early in their careers.
Who you'll become
The Specialist Customer Success Manager (S-CSM) works directly with customers to guide them through their business journey with our solutions. The S-CSM works to increase customer satisfaction, retention, renewals, references, and upsells for Cloud products within their assigned solution portfolio. The S-CSM oversees key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement. The S-CSM is expected to serve as the strategic point of contact for the customer within the assigned solution portfolio and to leverage appropriate resources across SAP functions to maintain overall customer health.
As a S-CSM within the SAP Academy for Customer Success, you will be responsible to:
Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with your CSM team, that enhances your support into the S-CSM/E-CSM role.
Immerse yourself in multi-dimensional, experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process.
Enhance skills around your solution portfolio, managing customer retention, and driving value realization.
Receive onboarding in your local market with on-the-job training and mentoring by a senior S-CSM professional in the field.
The program will enrich your knowledge of SAP and the Customer Success board area and give you the professional experience to be ready to serve our customers. We offer full-time employment from day one with practical learning application for your role. Upon successful completion of the program, you will move into a direct customer-facing SCSM role in your market and continue to receive mentoring and coaching support to accelerate your growth.
S-CSM focus areas:
SAP Business and Technology Platform (BTP) – Knowledge in database and data management, analytics, application development and integration, intelligent technologies, and AI.
SAP Digital Supply Chain (DSC) - knowledge of Supply Chain, Asset Management, Manufacturing, Warehouse Management, or Transportation Management.
SAP Intelligent Spend and Business Network (ISBN) - knowledge of Purchase to Pay process, procurement, subcontracting, supplier network, and supplier portal.
SAP Signavio – knowledge of Business Process Management/Business Process Automation applications.
What you'll bring:
2-3 years of work experience with a proven record of supporting customers and business transformation, preferably from consulting, sales and/or account management that includes resolution and escalation management.
Strong communication skills including fluency in English and local language.
Proficient interpersonal skills including passion, curiosity, effective listening skills, professional presence, empathy and "can-get-it-done" mentality.
Demonstrated ability to collaborate across diverse stakeholders and business functions in a complex, matrixed environment.
Strong Business Acumen including demonstrated knowledge of business processes and/or industries.
About SAP Academy for Customer Success
The SAP Academy for Customer Success is a world-class training program that develops our next-generation workforce by delivering an energizing and inspiring experience within a globally diverse environment. This dynamic 10-month program strengthens the foundation for a successful career at SAP.
Join us for the opportunity of a lifetime, to develop a global peer network, partner and engage with customers to help solve their unique business challenges, and leverage world-class cloud-based products and services, all while earning a great salary and benefits.
SAP's employees across different regions are enabled to do their best job with the right mix of office and remote work according to country-specific guidelines and regulations. In general, our hybrid work setup consists of three days a week in the office or on-site with customers or partners.
We are planning a practical and immersive portion of our program, which will have participants spend between 4 and 6 weeks, spread across two trips, in San Ramon, California. This experience is designed to provide unparalleled hands-on learning and networking opportunities. *Please note that this is still in the planning phase, and the final decision will be confirmed by the first quarter of 2025.
During these intensive phases of the program, it is critical that all participants are fully engaged and present to ensure maximum learning and success. As such, vacation will not be approved from March 1, 2025, to May 30, 2025, and then again from August 11, 2025, to October 17, 2025. *Dates are subject to change as planning is finalized.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.
We win with inclusion
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 398436 | Work Area: Sales | Expected Travel: 0 - 100% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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