The Role
The Customer Success Manager will advise Fortune 1000 clients, maximize product adoption, manage client relationships, and promote customer satisfaction and retention.
Summary Generated by Built In
WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.
Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.
This role is with SAP, supporting WalkMe.
*Candidates must be fluent in both German and English*
We’re looking for a Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and WalkMe to the next level.
As a Customer Success Manager, you’ll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 WalkMe customers, helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.
What You'll Own
- Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
- Schedule and prepare Success Business Reviews for customers, with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.
- Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote adoption of the product.
- Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the WalkMe platform, and showing them the ‘Art of the possible’.
- Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
- Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
- Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
- Monitor customer health to reach out to customers before risks escalate and identify remediation options.
- Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.
What You Need to Succeed
- 5+ years of customer facing experience in Enterprise SaaS customer success, account management, project management, pre-sales or post-sale services, working with Fortune 1000 companies and their executives.
- Experience managing a quarterly retention and growth quota.
- You've maintained a book of Enterprise customer accounts (4000+ Employees).
- Increase customer satisfaction, adoption, and retention applying to a technical product.
- High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
- Fluent in both English and German is a must
What Sets Us Apart
- SAP Benefits Link: https://jobs.sap.com/content/Benefits/?locale=en_US
- SAP Hiring Process: https://jobs.sap.com/content/Hiring-Process/?locale=en_US
- SAP DEI: https://www.sap.com/about/inclusion.html
- SAP Sustainability: https://www.sap.com/products/sustainability/our-approach.html
- SAP Employee Resource Groups/Employee Network Groups: https://jobs.sap.com/content/Employee-Network-Groups/?locale=en_US
This role is with SAP, which means you'll be joining SAP as an employee while supporting WalkMe products.
We win with Inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – 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 world.
SAP is committed to the values of Equal Employment Opportunity and provides 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: [email protected].
AI Usage in the Recruitment Process
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The Company
What We Do
Founded in 2011, WalkMe’s mission is to make digital adoption for employees and customers simple, while increasing enterprise productivity. Our platform works as an invisible layer of visual cues and personalized content placed on top of your website or enterprise software.
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