Customer Success

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Customer Success & Delivery (CS&D) First Line Managaer is a leader responsible for implementing the agreed CS&D strategy for their geographies, in this position- Indonesia. They have overall accountability for managing a wide spectrum of services delivery ranging from expert consulting- cloudified services, premium engagements to innovation services and solutions in a holistic manner. This leader has a strong emphasis on customer success and delivery excellence in combination with a focus on working to achieve the P&L for their results (revenue and margin) whilst maintaining employee trust and engagement.
 
This leader represents the CS&D organization in customer interactions, with a focus on partner ecosystem, public events, and SAP-internal activities within their geography.
 
The successful leader has a clear understanding of SAP strategy, current priorities and strategic aspirations, and transforms them into an actionable plan, organize and inspire their organization to execute and implement the strategy. Further, this role will actively focus to drive Clean Core for our customers and rally around the AI agenda ardently- in line with the SAP strategy.
 
With the qualifications, experience and business acumen in managing a diverse and territorially distributed team in a matrix structure, and managing relationships with senior external and internal stakeholders, this person can work on achieving Profit and Loss (P&L), as a portfolio of engagements that are strategically aligned and agreed within their geography.
 
The leader has overall accountability for their delivery portfolio performance month-on-month, year-on-year. They ensure that all Key Performance Indicators (KPIs) are understood and consistently cascaded down to their teams. These are tracked and managed in accordance with the established governance framework and cadence. Where targets are identified as being at risk, the leader works directly with their team to define and drive improvement initiatives to achieve them. 
 
A competent and recognized people manager, coaches and develops their team to reach their full potential and achieve personal success. 
 
Key Areas of Responsibilities and Tasks
Leadership
•    Understand the SAP strategy and communicate a clear vision of the future: discuss, explain and actively promote the vision within their market unit and to their customers
•    Align the CS&D strategy to their geography and drive adoption across all segments
•    Represent SAP and CS&D in internal and external events, partner and customer interactions
•    Strong leader at both the strategic and tactical levels, sees and articulates the bigger picture
•    Sound knowledge of the SAP market and competition; a strong negotiator who has experience in ensuring customer success and reference - ability as well as supporting profitability targets
•    Solid understanding of the operational and financial aspects of running a services business. P&L awareness and ownership
•    Create trusted relationships with strategic customers and partners
•    Solid understanding of the innovation technologies landscape and trends.
•    Ability to cover those topics in public events and customer conversations.
 
Delivery Excellence and Management
•    Executional Excellence: Ability to consistently achieve results and exceed targets
•    Champion an environment where the team is transparent in providing oversight across all engagements.
•    Understanding of the SAP implementation principles in different methodologies and able to articulate this clearly to customers
•    Tightly monitor geographies revenue, margin and contribution, take corrective action to ensure commitments are met. Monitoring profit dilution, correct distribution of revenue and costs, including distributed and undistributed revenue
•    Evaluate complex situations accurately and identify viable solutions that create successful and predictable outcomes for their engagements and customers, balancing SAP objectives
 
Operational Excellence
•    Ensure transparency and predictability of the business on all levels.
•    Maintain highest standards of business integrity and compliance.
•    Ensure tracking and realization of the financial targets and other KPIs at each level of the P&L within their geography down to individual levels
•    Workforce Management including Supply, Demand and Forecast Management. 
•    Effective resource planning and allocation across their accounts – matching the right capability and skills to the right customer engagement
•    Understand Partner Management aspects relevant to their geography and individual customers and assist with implementation of partner management strategy
 
Sales and Business Development
•    Work on a clear and structured Go-to-Market strategy for the geography
•    Grow the business together with Customer Success teams within the geography by identifying opportunities, scoping customer needs, and deploying solutions that will meet the expected outcomes
•    Collaborate with Service Portfolio Management and drive the success of new service offerings and delivery models
 
Team management, Coaching & Mentoring
•    Develop and execute the people agenda aligned with the SAP strategy and CS&D priorities
•    Set clear team goals that are directly linked to their geography goals
•    Monitor team performance and report on metrics with clarity and consistency
•    Recognize high performance and reward accomplishments through the SAP programs offered
•    Serve as mentor / advisor / decision-maker to leaders within your geography for issues related to corporate politics, external politics, client relations, and delivery excellence
 
Competencies & Skills/SAP Values
•    In-depth understanding of SAP’s strategy and market position
•    Strong strategic thinking and decision-making skills
•    Profound understanding of Digital Transformation and its impact on customer business and the relevant vendors such as SAP
•    Demonstrate a high level of maturity and self-confidence in order to interact with high-level executives, inside and outside the company and often in a boardroom environment
•    Strong process-orientation and organizational change skills
•    Outstanding communication and networking skills
•    High ambition, drive for, and focus on results and execution
•    Experience managing a geographically and culturally diverse team
•    High level of flexibility, integrity, and confidentiality
•    Excellent verbal and written language skills in English 
•    Be an excellent listener and communicator capable of articulating and simplifying complex situations with a focus on action both verbally and in writing.
•    Ability to utilize a combination of formal authority and persuasion skill sets to invoke action
•    Liaison and consultative skills: negotiating and conflict management skills
•    Excellent time management and priority management, especially is distressed periods and situations
•    Ability to train, mentor and develop team members in portfolio, program and project management methodologies and their application
 
Experience & Language Requirements
•    Strong stakeholder management and influencing skills, enduring focus on Customer Success.
•    Proven experience in successfully leading cross functional teams without authority / in a matrix construct
•    Experience in leading and managing a diverse and territorially distributed team in a matrix structure
•    The ideal candidate would have around 10 years of relevant and current experience with running a professional services organization in SAP environment. This must include SAP’s newer technologies.
•    Proven ability to drive delivery execution within their area of responsibility, proficiency in aligning cross-topic objectives and approaches within a matrixed organisation
•    Solid knowledge of key SAP solutions and respective industry business process understanding

Languages
•    English: Fluent
•    Indonesian: Fluent
 
Education
•    Bachelor degree or equivalent work experience
•    MBA highly desirable

Global Mobility Support
•    No Relocation
•    Local Hiring only

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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.

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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: 385088  | Work Area: Information Technology  | Expected Travel: 0 - 50%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.