Job Description

We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.Apply now! PURPOSE AND OBJECTIVES
With an aim toward action and pragmatic execution, the Customer Success COO Group delivers exceptional experiences, simple processes, and impactful customer interactions. The organization has holistic responsibility for ensuring efficient day-to-day operations of the Customer Success business, operationalizing and accelerating the True North strategy via the One Customer Success Operating Model and developing disruptive motions, channels, and commercial models to innovate for the future. The team prides itself not only on what is delivered, but on the delivery itself, exemplifying the qualities of Trust, Authenticity, Inclusivity, Integrity, and Courage in every interaction.
EXPECTATIONS AND TASKS
As a leader on the Global Field Business Support team, the Sr. Manager is responsible for providing leadership to implement and drive commercial standardization and deal execution support for the regional field organization. A pragmatic business partner and cross-functional leader, this individual will leverage deep Customer Success engagement orientation and advanced systems and commercial competency to support end-to-end field support while driving deal standardization measures for complex sales motions with regional and global stakeholders across Customer Success, Global Finance, Commercialization/Pricing, Procurement and internal IT. This role will manage a regional team that supports SAP Account Executives in executing deal operations cycles from including quoting, contracting, booking select engagements. The support provided will include triage, issue resolution, escalation management and hands-on-keyboard execution for select engagements. The team is expected to contribute to revenue growth and profitability by supporting Account Executives with seemless back-office deal execution.
RESPONSIBILITIES

• Lead part of a diverse and high performing Regional Customer Success Field Business Support Team that support complex deal motions including RISE, by providing an environment that fosters team member growth and development
• Lead the team in delivering a seamless, integrated field experience focused on support services that are accurate, rapid, compliant, and aligned with internal stakeholder expectations
• Streamline regionally owned transactional complexities and drive global change measures to achieve radical improvement in efficiency and scale for complex sales motions by providing feedback on process and tool improvements
• Seek creative ways to anticipate and resolve constraints including resources, skills, timeframes, to ensure successful and timely sales execution
• Ensure compliant operational procedures inculding sales, delivery, financial and legal considerations
• Serve as a highly credible internal spokesperson for Field Business Support initiatives throughout Asia Pacific Japan (APJ)
• Drive standardization and transparency via team performance management, reporting and KPI\xe2\x80\x99s

EXPERIENCES

• Enterprise Leadership: Proven experience managing complex businesses and functions with a structured set of initiatives and programs \xe2\x80\x93 with multiple work streams and project teams within or across Market Units in APJ.
• Org & Operational Complexity: Demonstrated ability and readiness to lead in businesses and/or functions that require high degrees of complex cross-organizational interaction and collaboration
• Business Performance: Track record leading operations, commercial, finance and/or customer engagement organizations as people manager or influencer
• Innovation Track Record: History of operational innovation and problem solving based on a deep understanding of the commercial, system and process landscape and internal/external business factors and market dynamics
• Customer Focus: Well-respected, proven contributor in APJ Customer Success execution with demonstrated stakeholder empathy

COMPETENCIES

• Acts with expertise and an innovation mindset; Immediately credible
• Has a Followership. Inspires and motivates. Has a strong internal brand
• Optimistic outlook. Quickly pivots from challenges and leads and inspires through adversity
• Agile, with a proven ability to work under pressure with extreme flexibility
• Has Executive Presence, polish and credibility. Effectively interacts with all levels of Customer Success, Commercial Field Finance and Shared Services teams.
• Extremely high integrity and ethics. Demonstrates SAP\xe2\x80\x99s values and culture
• Builds a culture of belonging, accountability, transparency and trust vs. command/control.
• Innovates, experiments and incorporates new approaches to put stakeholders first

REQUIREMENTS

• Bachelor\xe2\x80\x99s / Masters degree (required)
• Minimum of 10 years of working experience within SAP engaged in a deal support or closely related role that requires an understanding of the Customer Success organization and operating model
• Experience with sales and deal processes involving RISE, Private Cloud and other complex Cloud deal motions
• Flexibility to work varied business hours to ensure full FBS coverage for Regional Customer Success teams, especially at quarter- and year-end.
• Extremely detailed-oriented, organized, and great communication skills (both oral and written)
• Experience with Smartsheet, advanced MS Office skills (Excel, Word, PowerPoint, and Outlook), DocuSign, CPQ/CRM tool and experience with SAP systems is a plus

We build breakthroughs together SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together. We win with inclusion SAP\xe2\x80\x99s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone \xe2\x80\x93 regardless of background \xe2\x80\x93 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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Careers@sap.com
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. EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor. Requisition ID: 370982 | Work Area: Sales Operations | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.