What You'll Do
The SAP BTP (Business Technology Platform) Customer Success Manager (CSM) sits under the Platform & AI area of the SAP ADP (AI, Data & Platform) business line that helps customers drive meaningful adoption and consumption of SAP BTP across their data integration, business application extensions, mobility, automation, single‐point access via security and a portal, as well as any Custom AI (Artificial/Augments/Applied Intelligence) projects. This role is all about positioning BTP as the cloud platform of choice for their business needs. BTP 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 BTP CSMs work with the most cutting‐edge and innovative SAP solutions and coach SAP's most strategic customers toward a successful cloud transformation. The BTP 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 minimise churn for a successful cloud business.
* You will proactively partner with customers to sustainably increase consumption of SAP BTP, 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 BTP strategic point of contact and will orchestrate resources across SAP, SAP Partners and customers, leveraging assets of the SAP BTP engagement model.
* You will analyse your customers' 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 modern Cloud Architecture.
* Integration‐oriented mindset covering iPaaS (Integration‐Platform‐as‐a‐Service) and EDA (Event Driven Architecture) to help organisations move beyond point‐to‐point or legacy‐based integration patterns as they standardise or adopt SAP Integration Suite.
* Application Development methodology covering the ability to articulate cloud extensions, automation and advantages of either an on‐stack or side‐by‐side or hybrid application development approach, with a knowledge or strong awareness of SAP BTP Build.
* Realise that not all AI comes out of a box. The BTP AI Foundation is where modern organisations can build their own custom‐AI solutions. With SAP Joule Studio we now have the ability not to simply consume content from agents, but to help shape and deliver a custom, agentic experience for our customers by engaging them to build AI Agents for themselves or their customer base.
* Your background could be Software Engineering, Solution Management, Professional Services, Digital or Enterprise Architecture, Project/Product Management, Project Implementation, Pre‐sales, Technical Customer Engagement, Customer Success, Proactive Support Services Consulting, etc.
* Have a 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 prioritise efficiently. You have a strong sense of accountability.
* Can manage complex organisational 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.
Equal Employment Opportunity
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.
Requisition ID
451353 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:
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