Customer Success Management Expert, Finance and Spend Management Solutions

SAP; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A global technology company seeks a Customer Success Manager in Singapore to engage customers, ensuring they achieve maximum value from SAP solutions. This pivotal role requires over 8 years of experience in Sales or Solution Management and knowledge of cloud finance solutions. Responsibilities include developing account strategies, fostering customer relationships, and driving subscription renewals. Qualified candidates will have a strong presence with finance leaders and be adept at building partnerships. This role supports personal development in a collaborative work environment.

Qualifications

• 8+ years’ experience in Sales, Pre-Sales, Services or Solution/Product Management.
• 10+ years’ experience with cloud software solutions, particularly in finance.
• Strong executive presence and relationship building skills.

Responsibilities

• Proactively engage with customers to ensure lifetime business value.
• Develop and implement account strategies that drive customer outcomes.
• Build trusted relationships with finance and procurement leaders.

Skills

Business Acumen

Complex Problem Solving

Effective Communication

Customer Orientation

Establish Trust

Influencing Skills

Education

Bachelor's degree or equivalent

MBA or related post-Bachelor qualification

Tools

SAP Cloud ERP

Planning & Consolidation (SAC)

Governance Risk and Compliance (GRC)

Job description

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Your future role

The Customer Success Manager (CSM) engages with SAP's customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The CSM is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, adoption plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The CSM drives mutual (customer & SAP) success across the Adopt, Derive, and Extend phases of Customer Value Journey.

SAP’s Finance & Spend Management solution area unites market-leading offerings—including SAP Cloud ERP (Finance), Office of the CFO, Procurement, Concur, Fieldglass, and Taulia—to deliver end-to-end capabilities across Quote-to-Cash, Record-to-Report, and Source-to-Pay processes. Purpose-built to serve the evolving needs of CFOs, CPOs and CIOs, this portfolio powers the financial and operational backbone of the world’s most agile enterprises.

What you will do

• Proactively engage with customers, ensuring they achieve lifetime business value and success with their SAP solutions. This role accelerates value attainment and orchestrates critical activities, fostering customer satisfaction and growth while minimizing churn risk.
• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions.
• Build trusted executive relationships and earn trusted advisor status with customers in finance and procurement domains.
• Leverage data & tools to track and manage targeted adoption and consumption activities leveraging customer business objectives, including Relationship Assessments and Outcome Success Plans.
• Act as primary point of escalation for customers account issues.
• Facilitate community connections and identify expansion opportunities at customer to drive ongoing value and growth SAP footprint through expansion of licenses or services.

What you’ll bring

• 8+ years’ experience in either Sales, Pre-Sales, Services or Solution/Product Management.
• 10+ years’ experience in with cloud software solutions and delivery models, specifically in finance and spend management solutions or as a practitioner.
• Strong executive presence and relationship building skills, particularly with finance and procurement leaders.
• Experience and knowledge of finance and spend management business models, strategies, and line of business processes is preferred.
• Responsible for delivery of outcomes of complex and innovative functional issues integrating client needs, strategic business goal of the function and financial objectives involved in directing the implementation and execution of functional business plans integrating functional and financial objectives.
• Proven ability to handle difficult customer situations and discuss challenges with customer executives.
• Commercial/deal support skills.
• Relationship-driven mindset with excellent verbal and non-verbal communication skills.
• Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based finance and spend management solutions.
• Ability to apply risk-mitigation strategies to customer situations.
• Bachelor's degree or equivalent required.
• MBA or related post-Bachelor qualification is preferred.

Skills you'll use

Professional Skills

• Business Acumen
• Complex Problem Solving
• Effective Communication
• Customer Orientation
• Establish Trust
• Influencing Skills

Following SAP Solution Skills are preferred

• Planning & Consolidation (SAC-Planning and Group Reporting)
• Treasury & Cash Management (including Cash management)
• Billing, Revenue & Innovation management (BRIM)
• Global Trade & Tax
• Governance Risk and Compliance (GRC)

Role Specific Skills

• Customer Value Journey Alignment
• Account Governance
• Account Strategy
• Customer Success Management
• Customer Retention
• Solution Adoption Strategy
• Customer Expansion
• Relationship Building
• Technology Solution Adoption
• Overcoming Objections
• Finance and Spend Management Domain Expertise
• Procurement Process Optimization

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 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: [e-mail].

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.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 444629 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid