Customer Success Partner Expert - SAP BDC

What you’ll do

The SAP BDC (Business Data Cloud) Customer Success Manager (CSM) sits under the Data & AI area that helps customers drive meaningful adoption and consumption of SAP BDC across their data management, application and AI (Artificial/Augments/Applied Intelligence) projects, positioning BDC as the cloud platform of choice for their business needs. BDC is a SaaS solution that unifies and governs all SAP data while seamlessly connecting with third-party data, enabling business leaders to make impactful and data-driven decisions. 

SAP BDC CSMs work with the most cutting-edge and innovative SAP solutions and coach SAP’s most strategic customers towards a successful cloud transformation. The BDC CSM role is also responsible for developing relationships with CXOs and technical decision makers, while supporting business adoption in their assigned accounts to ensure broad consumption of the portfolio both within and across application projects through Technical Advisory.

Responsibilities:

• You will innovatively generate ideas for cACV (Consumed ACV) demand generation to drive growth, safeguard renewals, and minimize churn for successful cloud business.

• You will proactively partner with customers to sustainably increase consumption of SAP BDC, and coordinate activities with the Account Team, by building out a joint outcome-based plan, that aligns SAP solutions with customers business objectives throughout their lifecycle.

• You understand the big picture, deliver expertise with digital transformation, and advise on technical and business architectures.

• Support and drive Market Unit CSM demand generation initiatives, working with Demand Management, Sales, and Marketing to further SAP’s Cloud growth.

• Prepare and deliver a renewal execution strategy which helps optimise renewals for profitability and customer satisfaction.

• Drive innovation and incubation areas through the introduction of AI everywhere, adoption of digital modalities and extension of digital motions along the CVJ (Customer Value Journey) and lifecycle via a tight interlock with the Customer Success GTM (Go-To-Market) and transformational strategies.

• You are the primary SAP BDC strategic point of contact and will orchestrate resources across SAP, SAP Partners and customers, leveraging assets of the SAP BDC engagement model.

• You will analyse your customer’s technical needs and execute consumption plans for your assigned customers.

• You will instruct and prepare the customer to make the best use of the solution, in alignment with the SAP strategy and roadmap.

• You will be a voice of the customer to internal SAP stakeholders. You will work with colleagues from a broad variety of groups such as Cloud Success Services, Solution Advisory and other life-cycle relevant COEs (Centers of Excellence), Account Teams, Pre-sales, Product Management groups, Support, Services, Partners, etc.

What you bring

You will excel in this role if you:

• Have 10+ years of industry experience working directly in Data and Analytics, with a knowledge of SAP BDC & SAP AI. Your background could be Software Engineering, Solution Management, Project/Product Management, Project Implementation, Pre-sales, Technical Customer Engagement, Customer Success, Proactive Support Services Consulting, etc.

• Have deep understanding of cloud software solutions, delivery models, and challenges, as well as involvement in complex global transformation programs in consulting or advisory roles.

• Have a working knowledge of hybrid and cloud-based landscapes and can guide customers on technology architectures and strategies. Certifications in enterprise architecture are a plus.

• Have foundational knowledge of public cloud platforms and providers (e.g. Microsoft Azure, Amazon Web Services, Google Cloud, etc.).

• Have professional experience with implementing cloud initiatives.

• Have excellent communication and presentation skills. Familiarity with Design Thinking or HCD (Human Centred Design) methodology is a plus.

• Communicate proactively and can prioritize efficiently. You have a strong sense of accountability.

• Can manage complex organizational dynamics both internally as well as externally with customers and partners, manage risks, and de-escalate critical customer situations

• Can continuously learn and adapt to the unique business and cultural practices of each region/country.

• Have a strong customer service mindset and customer empathy.

• Have a passion for learning new technologies and enjoy problem solving.

• Thrive in a dynamic team-based environment and can guide new team members into the role.

Meet your team

We pride on a work environment that is inclusive and diverse. Every idea and perspective are valued.

The SAP Business Data Cloud CSM team is committed to sustain each other to ensure success, both individually and as a team. We have a pay it forward mentality and are always willing to help our colleagues. Our culture is built upon sharing best practices, utilizing communication platforms to answer each other’s questions, and bringing an entrepreneurial spirit to the mission of driving SAP BDC consumption growth together. We provide opportunities to lead regional and global workstreams that help us improve as a team and contribute to great customer experiences

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.