Head of BTP Customer Success Management DMI & Automotive (f/m/d), Germany

We help the world run better

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. How? 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.

All SAP locations in Germany as for example Walldorf (close to Mannheim/Heidelberg), Hamburg, Berlin, Ratingen (close to Düsseldorf), Eschborn (close to Frankfurt), Gerlingen (close to Stuttgart), Hallbergmoos (close to München) are possible.

SUMMARY

The focus of this position is to help customers consume public cloud SAP Business Technology Platform (BTP) within their application projects as the cloud platform of choice. BTP is the PaaS engine for innovation through integration, extension and AI of the SAP Business Suite. As such, BTP plays a major role in Business Transformation of SAP´s customers.

SAP BTP Customer Success Managers (f/m/d) (CSMs) work with the most cutting-edge and innovative SAP clients and coach SAP’s most strategic customers. The Head of BTP Customer Success Management Discrete Manufacturing Industries (DMI) & Automotive (f/m/d), Germany is responsible for the business performance of their assigned territory and especially for supporting the success of their team by helping to identify consumption and expansion demand and guiding team members to achieve their goals.

YOUR FUTURE ROLE

• You ensure that your team is successful at proactively engaging with their customers to drive mutual success, based on the SAP BTP future-ready enterprise engagement (FRE) model.
• You are a leader, responsible for delivering business results through customer engagement within the Customer Value Journey. You follow a „Farming“ approach and generate success via „Seed & Harvest“ strategies.
• You lead a team of BTP CSMs focused on the DMI & Automotive Industries to implement, expand, and scale business operations to guarantee adoption and grow consumption.
• You embrace the big picture, build, and deliver innovative Consumption Demand Generation Initiatives that foster the adoption and expansion of the BTP Customer Base across your territory. This also includes customers not directly assigned to you / your team.
• You coordinate effective adoption of Goto Market strategies and Demand Generation assets within the territory (collaboration with MU Sales, Demand Generation and Marketing).
• You are working both within the Market Unit, as well as more broadly across the regional Cloud organization (i.e. Sales, Customer- / Solution Advisory, LoB- and Digital CSMs , Support, Services and others).
• You will enable other team members through knowledge sharing and drive team success at scale.

YOUR PROFILE

• Several years of experience working in account management-related activities. Your background could be in Customer Success, Sales, Business Development, Solution Management, Customer Advisory, Pre-Sales, Consulting, etc.
• Several years of Solution Area BTP or other Platform as a Service (PaaS) expertise.
• Profound expertise in Discrete Manufacturing, Automotive or related industries is required.
• Proven ability to drive BTP / PaaS consumption, renewals, expansions, and upsells of BTP subscription or perpetual license-based solutions/services. Familiarity with Business Development processes, Demand Generation and Forecasting practices.
• Fluency in German and English mandatory.
• Demonstrated success in dealing with difficult customer situations and discussing complex and often sensitive issues with customer executives.
• Sales savvy and able to identify new expansion opportunities for BTP customers.
• Deep experience working with and around cloud software solutions and cloud delivery models, along with a deep understanding of cloud readiness, its characteristics, challenges, and benefits.
• Experience with complex, global transformation programs in a consulting or advisory capacity across a buying center portfolio and partner network.
• Proven ability to operate in complex organizations, de-escalate, and apply risk mitigation strategies to customer situations.
• A broad understanding of the SAP solutions portfolio and profound experience in the BTP Portfolio, and the business processes it enables.
• Established relationships with SAP Market Unit leadership, account teams, and Industry teams.
• A deep understanding of Solution Area products, relationships with Product-/ Solution Management organizations, and related partner ecosystems as appropriate.
• A detailed understanding of navigating SAP’s support processes, Organization(s), and tools (e.g., Gainsight (Totango), Harmony, CRM, One Customer Success Workplace and related Analytics and Reporting Solutions).
• Excellent verbal and non-verbal communication skills.
• Strong program/project management and analytical skills and enjoy complex problem-solving.
• Strong commercial/deal support skills, particularly for BTP in the public Cloud.

ABOUT THE TEAM

We pride ourselves on a work environment that is inclusive and diverse. Every idea and perspective is valued. The SAP Business Technology Platform MEE Team is committed to sustaining each other to ensure success, both individually and as a team. We have a pay-it-forward mentality and are always willing to help our colleagues. Our culture is built upon sharing best practices, utilizing communication platforms to answer each other’s questions, and bringing an entrepreneurial spirit to the mission of driving SAP BTP consumption growth together. We provide opportunities to contribute to MU and regional workstreams that help us improve as One Team BTP MEE and contribute to great customer experiences.

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. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

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. We ultimately believe in unleashing all talent and creating a better and more equitable world.
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. If you are interested in applying for employment with SAP and 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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Requisition ID: 428776 | Work Area: Sales | Expected Travel: 0 - 70% | Career Status: Management | Employment Type: Part-time with at least 75% degree of employment or full-time, unlimited