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High Touch Customer Success Manager - Calgary Job

Reference ID: 436506001

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Calgary, AB
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Full Time
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Management and Executive

Requisition ID: 162362
Work Area: Customer Service and Support
Expected Travel: 0 - 70%
Career Status: Professional
Employment Type: Regular Full Time


As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

The High Touch Customer Success Manager is a client-facing role, ensuring customer success by delivering ongoing guidance around the overall cloud business strategy and transformation topics after the sales cycle has completed. The role focuses on executive relationship-building and establishment of proactive success plans that in turn promote overall customer satisfaction, product adoption and ultimately subscription renewals. The role manages diverse, high profile customers and/or key accounts in close collaboration with the respective account team.

  • Work onsite with local customer and implementation partner in parallel to set up support, collaboration and governance as per SAP’s best practices
  • Proactive and reactive response to Early Warning System alerts for adoption and support derailers
  • Define and drive execution of a targeted goal-based support engagement plan to support key business goals and milestones (e.g. solution rollout and cycle planning)
  • Plan and manage the delivery of relevant proactive support checks and enablement offerings as part of the support engagement plan
  • Drive close collaboration with implementation partner during the launch phase to facilitate successful handover to support
  • Enable key customer stakeholders by providing guidance on the appropriate best practices (e.g. System Administrator)
  • Provide Quarterly Release Review to support customer to develop an appropriate strategy that minimizes impact on existing solution and assists in maximizing feature adoption
  • Orchestrate Top issue management and provide trend analysis for proactive risk mitigation
  • Facilitate access to product and functional expertise for certain topic areas via Empowerment Sessions
  • Provide scorecard to track goal achievement
  • Drive Customer Success Management onsite for key SAP Cloud customers across all cloud solutions
  • Partial on-site presence with customers required, with local travel expectations up to 75% (customers will be assigned based on your home location)

  • You are highly customer focused, a proactive learner and you enjoy customer success
  • You delight in exceeding customer expectations
  • 5+ years working experience with proven track record of successfully leading top customer engagements
  • Bachelor's degree with MS or MBA preferred
  • Strong knowledge of HR business processes and SuccessFactors, or strong knowledge of Cloud and SaaS.
  • Customer orientation and focus on quality,
  • Excellent executive-level communication, presentation and interpersonal skills,
  • Excellent English language skills, written and verbal. Additional languages are an advantage.
  • Ability to learn and assimilate information quickly
  • Enthusiast, strong work ethic and a positive attitude



To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: [email protected] or [email protected] , APJ: [email protected] , EMEA: [email protected] ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations

Job Segment: ERP, SAP, Manager, Cloud, Customer Service, Technology, Management

Posted: January 11, 2018
Closes:February 18, 2018