Digital Customer Success Manager - Generalist

You will be joining the Customer Success organization at SAP, which is dedicated to creating a cutting-edge Virtual customer engagement experience for customers who have purchased an SAP solution. Your main goal will be to enhance customer onboarding and adoption processes in the Digital customer segment, striving to improve renewal rates, customer satisfaction, and overall success through a consistent and scalable approach across various SAP lines of business. As a Customer Success Partner (CSP), you will play a crucial role in engaging with top customers (top 5%) in a personalized manner. To expand this personalized approach to all customer classifications (remaining 95%), SAP has introduced the role of a Digital Customer Success Manager (DCSM) across all cloud lines of business. DCSMs will utilize a virtual engagement strategy to ensure an exceptional customer experience for a broader customer base, leveraging the latest digital tools and resources available. Your responsibilities as a DCSM will involve working in a shared service environment, proactively reaching out to accounts in the Digital Segment, and responding to customer inquiries via various communication channels. You will focus on conducting virtual onboarding sessions, providing guidance during implementation, and ensuring seamless adoption of SAP solutions by customers. Additionally, you will be the point of contact for managing defined customer risk scenarios and sharing best practices to help customers achieve their desired outcomes. Furthermore, you will be responsible for deploying the Customer Lifecycle Methodology (CLM) to support customers throughout their journey, documenting interactions in Gain Sight, and continuously improving processes for effective customer onboarding. As the role evolves, you will be expected to drive adoption of solutions that deliver value to customers, support successful renewals, and collaborate with cross-functional teams to optimize scalable processes. To excel in this role, you should have a strong networking ability, coordination skills, and the capacity to influence teams across different functions. Your role will involve collaborating with various internal stakeholders, including Customer Success Managers, support teams, and product management, to ensure a seamless and efficient customer engagement experience. At SAP, we are committed to fostering an inclusive workplace where every individual, regardless of background, can thrive and contribute their best. We prioritize employee well-being, offer flexible working models, and invest in personal development to empower our workforce. As an equal opportunity employer, SAP values diversity and provides accessibility accommodations to applicants with disabilities, affirming our dedication to creating a more equitable world. If you are passionate about driving customer success, leveraging innovative technologies, and being part of a purpose-driven organization, this role at SAP offers a unique opportunity to make a meaningful impact in the digital customer engagement space. Join us at SAP and unleash your potential to help shape a better future for all.,