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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.

Customer Success Manager Expert, Finance and Spend Management Solutions – Procurement solutions / Cloud ERP / Finance solutions

備考: 本ポジションは日本語・英語のバイリンガル人材を募集しています。

NOTE: We are seeking a Bilingual (Japanese/ English) candidate for this role

Your future role

Customer Success Manager(CSM)は、SAPの顧客に対して、購入されたソリューションおよびサクセスサービスの利用(コンサンプション)を通じて価値実現を推進・加速し、期待されるビジネス成果が達成されるよう支援します。

CSMは、アサインされた顧客に対して、リソースの管理・オーケストレーション、活動の実行を担います。その内容には、ポストセールスにおけるアカウントマネジメント戦略の策定、アダプション計画(導入・利用促進)作成と実行、アカウントリレーションシップ管理、課題解決の支援、担当顧客のエスカレーション窓口、リード創出活動を通じたソリューション/サービスの拡大機会の創出が含まれます。CSMは、Customer Value Journey の Adopt(導入・定着), Derive(価値抽出), Extend(拡張) の各フェーズにおいて、顧客とSAP双方の成功を推進します。

SAP の Finance & Spend Management ソリューション領域は、SAP Cloud ERP(Finance)、Office of the CFO、Procurement、Concur、Fieldglass、Taulia などの市場をリードする製品群を統合し、Quote-to-Cash、Record-to-Report、Source-to-Pay プロセス全体にわたるエンドツーエンドの機能を提供します。CFO、CPO、CIO の進化するニーズに応えるために設計されたこのポートフォリオは、世界で最も俊敏な企業の財務・オペレーション基盤を支えています。

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:

• 顧客と積極的にエンゲージし、SAPソリューションを通じて生涯にわたるビジネス価値と成功を実現できるよう支援する。

• 本役割は、価値達成の加速、重要活動のオーケストレーション、顧客満足度と成長の促進、そしてチャーンリスクの最小化を担います。

• 顧客成果を実現し、更新(リニューアル)につながるアカウント戦略およびコンサンプション計画を策定・実行する。

• 財務および調達領域の顧客に対し、信頼されるエグゼクティブリレーションシップを構築し、Trusted Advisor(信頼できるアドバイザー)としての地位を獲得する。

• 顧客のビジネス目標に基づくターゲットアダプションおよびコンサンプション活動を管理するため、データとツールを活用し、Relationship Assessment や Outcome Success Plan を含む各種指標を追跡・管理する。

• 顧客アカウントに関する問題の主要なエスカレーション窓口として対応する。

• コミュニティ連携を促進し、ライセンスやサービス拡張を通じて継続的な価値創出とSAPフットプリントの成長につながる拡張(アップセル/クロスセル)機会を特定する。

• 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

• 営業、プリセールス、サービス、またはソリューション/プロダクトマネジメントのいずれかで 8年以上の経験

• クラウドソフトウェアソリューションおよびデリバリーモデルに関する 10年以上の経験(特にファイナンスおよび支出管理(Spend Management)ソリューション分野、または同領域の実務経験)

• 財務および調達領域のリーダーとの関係構築における強いエグゼクティブプレゼンスとリレーションシップ構築スキル

• 財務および支出管理領域のビジネスモデル、戦略、業務プロセスに関する知識と経験があれば尚可

• 顧客ニーズ、機能の戦略的ビジネスゴール、財務目標を統合しながら、複雑で革新的な機能的課題の成果達成を主導し、機能的・財務的目標を統合したビジネスプランの実行を推進する能力

• 困難な顧客状況に対応し、課題についてエグゼクティブ層と建設的に議論できる実績

• 商談・契約交渉に関するサポートスキル

• リレーションシップ重視のマインドセットと、優れた verbal / non-verbal コミュニケーション能力

• サブスクリプションまたは永続ライセンス型のファイナンス/支出管理ソリューションにおける更新(リニューアル)、拡張(エクスパンション)、アップセルを推進した経験

• 顧客課題に対し、リスク緩和戦略を適用できる能力

• 学士号または同等の資格必須

• MBA または学士号取得後の関連資格を有することが望ましい

• 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:

プロフェッショナルスキル

• ビジネス感覚

• 複雑な問題解決

• 効果的なコミュニケーション

• 顧客志向

• 信頼構築

• 影響力

テック業界・SAP一般スキル

• 主要業績指標(KPI)

• 人工知能(AI)

• SaaS(ソフトウェア・アズ・ア・サービス)

• 技術革新

• SAPクラウドスイートポートフォリオ

• クラウドERP

ロール固有スキル

• カスタマーバリュージャーニー整合

• アカウントガバナンス

• アカウント戦略

• カスタマーサクセスマネジメント

• 顧客維持

• ソリューション導入戦略

• 顧客拡大

• 関係構築

• 技術ソリューション導入

• 異議対応

• ファイナンス・支出管理領域の専門性

• 調達プロセス最適化

Professional Skills

• Business Acumen

• Complex Problem Solving

• Effective Communication

• Customer Orientation

• Establish Trust

• Influencing Skills

Tech Industry & SAP General Skills

• Key Performance Indicators (KPIs)

• Artificial Intelligence

• Software-as-a-Service

• Technology Innovation

• SAP Cloud Suite Portfolio

• Cloud ERP

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:

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