Solution Specialist Customer Success Manager - HCM (Midwest)

SAP; Chicago (IL); On-site; USD 121,000 - 262,000; Full time

Job summary

SAP is seeking a Solution Specialist Customer Success Manager for the HCM division. This role involves managing customer accounts, optimizing cloud product usage, and ensuring successful adoption of SAP HCM solutions. Ideal candidates will possess strong commercial acumen, customer engagement skills, and experience in managing SaaS relationships.

Qualifications

• 5+ years in a commercial role with lead generation experience.
• 10+ years managing customer engagements preferred.
• Experience in SAP SuccessFactors or HCM SaaS products a plus.

Responsibilities

• Manage assigned cloud customer accounts and promote product usage growth.
• Develop and manage customer engagement plans.
• Facilitate regular governance calls and execution of customer success services.

Skills

Commercial acumen

Customer engagement

Problem solving

Communication skills

Education

Bachelor’s degree or higher

Tools

Gainsight

Salesforce

Job description

Solution Specialist Customer Success Manager - HCM (Midwest)

Join to apply for the Solution Specialist Customer Success Manager - HCM (Midwest) role at SAP

Solution Specialist Customer Success Manager - HCM (Midwest)

3 days ago Be among the first 25 applicants

Join to apply for the Solution Specialist Customer Success Manager - HCM (Midwest) role at SAP

Get AI-powered advice on this job and more exclusive features.

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.

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.

POSITION: Solutions Specialist Customer Success Manager - HCM

LOCATION: Midwest Region (must live within territory)

Overview

Solution Specialist Customer Success Managers (S-CSMs) manage assigned cloud customer accounts daily, including account management strategies, developing and managing engagement and expansion plans, and orchestrating Customer Success services to ensure consumption and product usage growth within assigned customers. This position's focus is to maximize the value for customers of their investments in SAP HCM cloud product adoption, consumption, and promote revenue growth and protection.

The S-CSM HCM role is a specialist role within the Human Capital Management (HCM) domain. Its responsibility is to be the primary point of contact for our customers' HR stakeholders, including HR and IT organizations and stakeholders from multiple levels within our customers' organizations (from HR administrators and practitioners to the C-Suite). The S-CSM HCM role requires knowledge of SaaS and human resources practices.

What You'll Do

S-CSMs enable their customers' long-term success through multiple account management avenues. These are some of the core account management practices utilized:

• Working with customers to develop their roadmaps to improve adoption and consumption, and maximize the value of the customer's subscriptions
• Providing leading practice guidance to customers for operating their SAP HCM cloud solutions, and engaging experts from across SAP where appropriate
• Understanding customers' business models, priorities, objectives, and goals to identify potential operational and commercial risks as well as expansion opportunities
• Facilitating, developing, and executing a proactive and collaborative renewal and expansion plan in conjunction with other internal SAP account team members
• Utilize commercial and business acumen for commercial queries, ensuring licensing compliance and optimized contractual opportunities
• Proactively engage with customers to promote revenue growth and increased cloud subscriptions across the SAP cloud portfolio
• Facilitate and execute Customer Success Services to drive maximum value to customers
• Planning and orchestration of Preferred Success Services to support customer value realization
• Coordinating and leading regular governance calls with customers, third-party partners, and SAP account team members
• Build trusted relationships with customers and internal teams through proactive engagement and by delivering consistent high touch experiences
• Administrative accountabilities tied to measuring customer success metrics, account management, renewals, and system data hygiene
• Escalation and advocacy to drive positive customer outcomes
• Promote and expand our customer reference portfolio and increase referenceable brand ambassadors of SAP
• Special projects and workstream initiatives as assigned
  
  

What You Bring

• 5+ years strong, demonstrated commercial acumen that includes lead generation and renewal management, whether in a Sales or revenue-generation capacity
• 10+ years of experience managing customer engagements or other customer-facing experience is highly preferred
• A self‐starter with a tenacious spirit and the ability to stay organized while managing multiple priorities
• Problem solver with the capacity to work independently to solve challenges
• Executive presence with strong oral and written communication skills, with the ability to credibly present and communicate recommendations to senior leadership and decision-makers
• Experience in SAP SuccessFactors, other HCM SaaS products, or roles in HR or HRIT
• Experience developing collaborative account management plans and ability to collaborate and navigate across a complex and matrixed organization
• Growth mindset with a positive attitude and openness to learning
• Technical aptitude preferred but not required
• Background managing and using tools that track and analyze customer behavior, realization, and utilization (Gainsight, Salesforce, etc.)
  

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.

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 121,000 -261,800 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: 429673 | Work Area:Sales | Expected Travel: 0 - 40% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Software Development, IT Services and IT Consulting, and Business Consulting and Services

Referrals increase your chances of interviewing at SAP by 2x

Get notified about new Customer Success Manager jobs in Chicago, IL.

Chicago, IL $116,800.00-$148,800.00 2 weeks ago

Chicago, IL $128,600.00-$193,000.00 2 weeks ago

Chicago, IL $133,400.00-$199,700.00 2 days ago

Customer Success Manager, Google Marketing Platform

Chicago, IL $103,000.00-$148,000.00 2 weeks ago

Chicago, IL $75,000.00-$107,000.00 1 week ago

Chicago, IL $135,200.00-$234,100.00 1 week ago

Chicago, IL $94,000.00-$162,000.00 2 weeks ago

Chicago, IL $100,000.00-$120,000.00 6 days ago

Chicago, IL $80,000.00-$100,000.00 2 weeks ago

Chicago, IL $90,000.00-$110,000.00 2 months ago

Chicago, IL $95,000.00-$115,000.00 2 weeks ago

Chicago, IL $125,700.00-$164,500.00 6 days ago

Chicago, IL $135,200.00-$234,100.00 2 weeks ago

Chicago, IL $70,000.00-$120,000.00 1 month ago

Chicago, IL $80,000.00-$98,000.00 1 week ago

Customer Success Manager - North Central

Elk Grove Village, IL $80,000.00-$100,000.00 1 week ago

Chicago, IL $90,000.00-$120,000.00 2 weeks ago

Chicago, IL $70,000.00-$80,000.00 2 weeks ago

Greater Chicago Area $45.00-$54.37 1 week ago

Chicago, IL $133,400.00-$223,700.00 4 days ago

Chicago, IL $55,000.00-$75,000.00 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.