• CSM has overall responsibility for the management of strategic cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers.
• CSM is accountable to create and maintain a comprehensive view of assigned accounts through proactive account planning, and alignment of customers’ business strategies to product, solution and partner road mapping.
• The CSM will leverage system-based usage data, surveys and all other forms of feedback to form comprehensive point of view on clients / territory health & propensity to renew.
• Develops trust and deep relationship with customer stakeholders, account key decision makers and executive sponsors by establishing regular cadence of interactions.
• Advocates for and becomes the Voice of the Customer within SAP; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
• The CSM will be managing accounts with complex systems, stakeholder networks and higher ranges of Total Managed Contract values.
• The CSM maintains a close working relationship with other colleagues and customer facing personnel necessary to support assigned accounts (e.g. IAE, GAD, LoB Sales Specialist, Services, Support, Solution Management, Product Management, Deals Desk and our ecosystem partners).

• Drives customer references; pushes for reference stories across accounts.
• Establishes success metrics agreed with the customer, tracks and addresses reference blockers for each account.
• Manages the renewal processes through qualification, needs analysis, commercial negotiation and close.
• Meet or exceed account-specific revenue and profitability goals for account portfolio including but not limited to renewals, subscription software expansion, and network revenue growth.
• Drives opportunity development (including growth and qualification of pipeline in conjunction with assigned Account Executives) and accurate forecasting of the renewal and network growth opportunities.

• CSM drives the usage and consumption of the customer, and need to strategize on actions to improve & increase cACV in the customer journey
• Proactively engages customers to ensure they get maximum value from SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, webinars, thought leadership, etc.
• CSM is accountable for engagement with the customer, account team and other commercial stakeholders.
• CSM will communicate customer life cycle status, common risks & issues, insights on usage and retention challenges.
• CSM manages the renewal cycle for their customers in tight collaboration with relevant internal stakeholders, effective positioning of the specific Line of Business value proposition to leverage adoption of our solutions and services necessary to support the customer.
• Facilitates quarterly Account Reviews with customer and Account team members to confirm ongoing customer account goals and strengthen relationships.

Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 447019 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: