SAP Vice President of Customer Success HCM (West)

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JOB DESCRIPTION

The Vice President of Customer Success is a leadership role responsible for delivering business results and driving revenue through customer management and engagement over the lifecycle of SAP’s relationship with the customer. The focus of the Vice President of Customer Success is to drive customer success within a geographic market unit working cross functionally across the commercial organization (Sales, Support and Services Delivery) to insure profitable adoption of our HCM line of business solutions. This individual leads and manages a portfolio of customers and a team of Specialist Customer Success Managers (SCSMs) to help maximize customer lifetime business value with the HCM solutions.

Location: Candidates must be located in the West region of the US. This position requires a hybrid work arrangement, with regular in-person attendance at an SAP office.

• Drive and achieve revenue and business case goals defined in our contracts with customers within the term of the agreements
• Demonstrate strong business and commercial acumen in contract renewal, forecasting, budgeting, risk mitigation and churn avoidance
• Improve customer retention and reference-ability by delivering region and/or industry target rates for contract renewal
• Oversee the delivery of HCM Solutions within the West market unit
• Improve customer satisfaction over baseline as defined by SAP Net Promoter metrics
• Serve as a key member of the Customer Success leadership team with responsibilities for existing customer management and profitable revenue growth
• Support regional business development initiatives, working with Sales, Marketing, partner, and other ecosystem teams to expand market and customer awareness related to HCM solutions
• Identify, develop, and/or enhance the HCM line of business and SAP brand and value proposition within the region by providing strategic direction to the group and regional team with respect to all customer accounts
• Provide market unit leadership, operational credibility and visibility to all constituencies including internal SAP teams, partners, and the external community as appropriate
• Develop and maintain virtual and onsite executive level relationships at senior stakeholder levels and lead/manage thought leadership with targeted customers
• Provide operational oversight into account management including Relationship Assessments, Outcome Success Plans, Solution Renewals/Expansions fully leveraging the Customer Value Journey and the SAP systems that support them
• Work with direct reports and peer teams to analyze customer business and market trends to develop customized engagement strategies
• Provide direction to develop and maintain account and/or Success Plans, including renewals, customer profiles, targeted programs, application descriptions, and implementation forecasting, and other action items
• Help establish and support market unit level operating goals and forecast against these goals
• Promote and actively support the implementation of corporate policies related to company operations, financial performance, business growth, and human resource development
• Provide feedback to leaders regarding team and company performance, product development needs, evolving strategy and market and regional conditions affecting the business
• Assess the performance of the market unit to establish internal strengths and identify weaknesses, providing recommendations on the development of people, reengineering of business processes, alignment of technologies to suit developing business and customer needs and realignment of strategy to achieve market unit targets
• Manage direct reports and support their professional development
• Oversee market unit administrative functions as appropriate

Work Experience:

• 8-10 years senior level leadership experience, leading a successful organization or team
• 8-10 years senior level Sales experience, including renewals, negotiations, and expansion
• 3-5 years of experience as a Customer Success Manager specializing in Human Capital Management
• Experienced People Manager with a focus on leadership trust, skill development and performance management of direct reports
• Demonstrated understanding of HCM processes and issues
• Demonstrated experience and expertise providing executive level sponsorship
• Experience in a complex matrix organization
• Demonstrated experience in program management and client management
• Strong analytical skills and ability to evaluate current customer operations in comparison to HCM strategic objectives
• Proven ability to identify specific customer opportunities and convert them into Success Plans
• Exposure to multicultural scenarios / international work experience
• Demonstrated ability to anticipate and solve problems independently, as well as demonstrated competencies of when to escalate and engage senior leadership
• Demonstrated ability to manage multiple tasks across multiple functions and systems efficiently
• Excellent listening, written and oral communication skills
• Willingness to travel

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

• Proficiency in Microsoft Office: Teams, Sharepoint, Excel, PowerPoint, Word and Outlook
• Bachelor equivalent; MBA Preferred

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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: [email protected].

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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 172,900 - 368,700 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits .

Requisition ID: 430308 | Work Area:Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid