SAP NS2 Customer Success Advisor

SAP SE; Herndon (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

SAP is seeking a results-oriented customer success professional in Herndon, VA to guide customers, resolve issues, and ensure they realize value from SAP cloud solutions.

You will investigate problems, coordinate with internal teams, manage escalations, and maintain proactive communication to drive retention and renewals. This role requires problem-solving, relationship-building across teams, and the ability to work under pressure in a fast-paced enterprise environment.

Qualifications

• Experience with SAP cloud solutions, databases, servers, or enterprise software.
• Strong investigative and troubleshooting skills.
• Ability to present information clearly to diverse audiences.
• Comfortable owning tasks and delivering under pressure.
• Skilled at building relationships across teams.
• Organized, detail‑focused work style.
• Experience in customer‑facing roles.

Responsibilities

• Guide customers through the portal, resolve issues, and understand how to use their solutions.
• Investigate problems, coordinate internal teams, and move escalations forward with clarity.
• Support customers during critical moments and maintain a steady cadence of communication.
• Deepen adoption through informed guidance and consistent follow‑through.
• Strengthen retention and renewals by showing customers real value in every interaction.

Skills

SAP cloud solutions

Troubleshooting

Clear communication

Relationship building

Customer-facing

Job description

What you’ll bring

You guide customers with calm confidence and clear communication. You enjoy solving problems, learning new systems, and strengthening relationships through steady, proactive support. You thrive when you understand a customer’s environment and use that insight to improve their experience. You handle complex situations with care and keep customers informed with timely, accurate updates. You value precision, ownership, and thoughtful service

What You’ll Build

You help customers navigate the portal, resolve issues, and understand how to use their solutions. You investigate problems, coordinate internal teams, and move escalations forward with clarity. You support customers during critical moments and maintain a steady cadence of communication. You deepen adoption through informed guidance and consistent follow‑through. Your work strengthens retention and renewals by showing customers real value in every interaction

Job Description

What you’ll bring

You guide customers with calm confidence and clear communication. You enjoy solving problems, learning new systems, and strengthening relationships through steady, proactive support. You thrive when you understand a customer’s environment and use that insight to improve their experience. You handle complex situations with care and keep customers informed with timely, accurate updates. You value precision, ownership, and thoughtful service

What You’ll Build

You help customers navigate the portal, resolve issues, and understand how to use their solutions. You investigate problems, coordinate internal teams, and move escalations forward with clarity. You support customers during critical moments and maintain a steady cadence of communication. You deepen adoption through informed guidance and consistent follow‑through. Your work strengthens retention and renewals by showing customers real value in every interaction

Where you belong

You join a team that values trust, learning, and steady partnership with customers. You work with colleagues who share knowledge freely and collaborate without friction. You contribute to a mission that supports secure, meaningful work for customers who rely on expert guidance. You gain space to grow your technical skills and refine your craft. You feel supported by a team that leads with clarity and delivers with care

Qualifications

• Experience with SAP cloud solutions, databases, servers, or enterprise software
• Strong investigative and troubleshooting skills
• Ability to present information clearly to diverse audiences
• Comfortable owning tasks and delivering under pressure
• Skilled at building relationships across teams
• Organized, detail‑focused work style
• Experience in customer‑facing roles

Additional Information

All your information will be kept confidential according to EEO guidelines

About SAP

With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improves people’s lives

As a leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business‑critical operations spanning finance, procurement, HR, supply chain, and customer experience

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, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability

Compensation Range Transparency

SAP believes pay transparency is essential to fostering an honest, supportive, and inclusive culture and is an important part of our commitment to pay equity. The salary range for this position is included in the job posting. The actual compensation offered to the successful candidate will fall within that range and will depend on factors such as education, skills, experience, location, and scope of the role, as determined through the selection process. Where applicable, SAP may also provide variable incentive opportunities and additional benefits, subject to the terms of the relevant plans and policies. Any variable incentive amount is target‑based, with actual payouts dependent on company and individual performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits

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

Company Description

NS2 COMPANY DESCRIPTION

SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers

This position requires access to customer data; Must be a U.S. citizen. SAP NS2 does not offer Visa sponsorships for this role. All internal must have manager’s approval to transfer