Customer Success

4 months ago

Jakarta, Indonesia SAP Full time

**We help the world run better**

**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

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