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Customer Success Manager for SAP NS2

2 months ago

Herndon, Virginia, United States SAP SE Full time
About SAP

At SAP, we empower you to excel. Our organizational culture emphasizes teamwork and a shared commitment to enhancing global operations.

How do we achieve this? By dedicating ourselves daily to laying the groundwork for the future and fostering a workplace that values diversity, encourages flexibility, and aligns with our mission-driven and forward-thinking objectives.

We provide a supportive, collaborative team atmosphere with a strong emphasis on professional growth, recognition of individual contributions, and a variety of benefits tailored to your needs.

Company Overview

SAP is the worldwide leader in business software and associated services. SAP National Security Services Inc. (SAP NS2) operates as an independent U.S. subsidiary of SAP. At SAP NS2, we utilize top-tier technologies developed by SAP to safeguard the lives, assets, and information of American citizens. We deliver SAP solutions with specialized security measures and support tailored to meet the demands of U.S. national security and critical infrastructure clients.

Position Overview

The Customer Success Manager plays a vital role in client engagement, providing continuous support and strategic guidance on business transformation and strategy after the sales process concludes.

This role emphasizes relationship cultivation and proactive support initiatives that enhance overall customer satisfaction, product utilization, retention, and contract renewals.

Key Responsibilities

The ideal candidate will have a proven track record in successful account management and be a proactive learner and innovative problem solver who thrives in a dynamic environment. Key responsibilities include:

  • Facilitating the successful onboarding of new customers and product users.
  • Reviewing entitlement sets and ensuring the provision of entitled products in accordance with contracts and Cloud Fulfillment systems.
  • Utilizing NS2 tools, services, methodologies, and best practices to guarantee customer success.
  • Understanding and articulating product features and benefits in relation to customer needs.
  • Building trusted relationships with internal stakeholders across Operations, Product Strategy, Support, and Account Management.
  • Coordinating regular communication with key Account Management personnel to support customers effectively.
  • Learning and reviewing relevant solution and product features to fully comprehend system usage and potential implementation challenges.
  • Grasping the technical product environment, including key configuration elements, and managing technical escalations.
  • Assisting in processes that enable internal teams to provide support for customers facing critical situations.
  • Collaborating with NS2 Operations, Support, Project Managers, and Security Teams as necessary.
  • Ensuring compliance with specific contractual obligations.
  • Participating in or leading strategic initiatives.
Qualifications

The successful candidate will possess:

  • Strong communication and presentation skills, capable of engaging effectively with individuals at all levels.
  • The ability to deliver results under pressure, work independently, and take ownership of assigned responsibilities.
  • Project Management experience is a plus.
  • A bachelor’s or master’s degree in IT, Computer Science, Physics, Mathematics, Engineering, or Business with IT or equivalent preferred.
Experience

Candidates should have:

  • 2-3+ years of experience in a customer-facing role, engaging with clients at project and senior management levels.
  • Experience working in global or virtual teams is advantageous.
  • Familiarity with technologies and solutions such as SAP Cloud Solutions, databases, server applications, infrastructure architecture, and enterprise software solutions.
  • A proven ability to manage issues, scope, and quality while successfully completing responsibilities within time constraints.
Note:

This job description serves as a guideline and is not exhaustive. We expect the selected candidate to demonstrate flexibility and a willingness to engage in diverse tasks and projects.

At SAP, we believe in fostering an inclusive culture, prioritizing health and well-being, and offering flexible working arrangements to ensure that everyone, regardless of background, feels valued and can perform at their best.

We are committed to equal opportunity and affirmative action, ensuring that all qualified applicants receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity, protected veteran status, or disability.