Job Information
SAP HXM Customer Success Manager Expert Advisor in Tokyo, Japan
We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
RESPONSIBILITIES, EXPECTATIONS AND TASKS
The Customer Success Manager Expert is a expert client-facing role, delivering strategic guidance and advisory services around business transformation, cloud adoption, and long-term value realization after the sales cycle has completed. In this senior role, you are expected not only to excel in executive-level engagements but also to demonstrate outstanding written and communication skills across all channels. You will lead by example in building and nurturing deep, strategic relationships with key customers and internal stakeholders, while also contributing to team development and best practice sharing. You act as a trusted advisor and escalation point, always acting in the best interest of the customer and the broader organization.
Key tasks include but are not limited to the following:
Relationship Building & Communication
Develop and maintain trusted, strategic relationships with C-level executives, key stakeholders, and decision-makers from customers and SAP partners.
Engage with customers through both Face-to-Face and text-based communications (e.g., emails, chats, virtual meetings) ensuring clear, timely, and effective information exchange.
Lead by example in dedicating time to build and nurture strategic relationships with customers and internal stakeholders, serving as a role model for the broader CSM team to maximize customer success at scale.
Customer Environment & Cloud Strategy
Deeply understand and shape the customer’s environment, Cloud strategy, and long-term digital transformation roadmap, providing senior advisory input.
Oversee a portfolio of strategic customers in SAP SuccessFactors and SAP Business Technology Platform, ensuring that customer needs are met with tailored, high-impact solutions and measurable outcomes.
Customer Engagement & Value Delivery
Anticipate and proactively address customer needs with a strategic focus on delivering measurable business value and long-term ROI.
Design and drive comprehensive, multi-year engagement strategies (Success Plans) that align with the customer’s executive objectives and deliver transformative outcomes.
Provide deep expertise on SAP Cloud solutions to drive maximum product adoption, optimize the customer experience, and position customers for future innovation.
Advisory & Escalation
Lead and facilitate access to product and functional expertise, orchestrating Empowerment Sessions and executive briefings to address complex customer challenges.
Conduct tailored Release Reviews, supporting customers in developing strategies that maximize feature adoption.
Proactively anticipate and resolve complex customer issues, serving as a senior escalation authority, and leading cross-functional collaboration to drive timely resolution.
Sales Opportunity Enhancement
Lead Demand Discovery, Planning, and Execution activities at a senior level to identify and develop high-value sales opportunities, contributing directly to strategic account growth and increased win rates.
Partner strategically with sales and leadership teams, translating deep customer insights and market intelligence into executive-level strategies that accelerate revenue growth.
Internal Collaboration & Continuous Improvement
Drive cross-functional collaboration by providing strategic customer feedback, contributing to process improvement initiatives, and influencing product and service direction.
Champion a culture of continuous learning by embracing feedback, pursuing challenging assignments, and mentoring junior team members to elevate overall team capability.
Monitor work quality and identify opportunities for continual improvement.
Self-Driven Professionalism
Operate as a strategic leader and self-starter, proactively planning and executing complex activities, development programs, and team initiatives to drive organizational and business success.
Take full ownership and accountability for a portfolio of strategic accounts, consistently driving measurable improvements in customer satisfaction, retention, and overall business outcomes.
Work Mode Flexibility
Note that while this is primarily a remote role, occasional customer visits can be expected (up to 60% on-site presence).
KNOWLEDGE, SKILLS AND COMPETENCIES
You have a distinguished record of strategic account management and are a thought leader and innovative problem solver who excels in complex, high-stakes environments. You bring deep expertise in customer success methodologies, a track record of influencing C-level stakeholders, and the ability to mentor and develop junior colleagues. You lead with precision and vision, setting the standard for customer engagement excellence. You bring:
A deep strategic customer orientation with a focus on long-term value creation and the ability to influence and collaborate with C-suite, IT, and LOB decision-makers.
Extensive senior customer-facing experience, with a demonstrated ability to lead executive conversations and influence outcomes across complex, multi-stakeholder environments in person and via digital platforms.
A cloud mindset and an understanding of Cloud deployments, particularly with SAP Activate methodology.
The ability to communicate effectively with individuals at all levels, both internally and externally, exercising appropriate discretion.
Demonstrated ability to consistently deliver exceptional results under pressure, lead autonomously, and drive accountability across complex, senior-level engagements (i.e., a strategic driver, highly results-oriented, pragmatic).
Excellent communication and presentation skills.
An enthusiastic approach, strong work ethic, and positive attitude.
Business or Fluent level Japanese language skills (written and verbal).
Business level English language skills (written and verbal).
Plus:
- Experience in project management, consulting, or HR-related roles will be considered a strong asset.
EDUCATION, QUALIFICATIONS AND WORK EXPERIENCE
Education:
Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or an equivalent qualification.
A Bachelor’s or Master’s degree is required. An MBA is considered a plus.
Experience:
5 years’ experience in a senior customer-facing role, with a proven ability to engage and influence dedicated customers at the executive and C-suite levels.
Experience with SuccessFactors and Business Technology Platform is an advantage.
A proven track record in managing issues, scope, and quality, while ensuring that areas of responsibility and tasks are completed successfully within time requirements.
Experience in working in global or virtual teams is an advantage.
Demonstrated experience in coaching, mentoring, and developing others, with a track record of elevating team performance.
Strong knowledge of SAP Preferred Success and/or SAP Enterprise Support is required.
Bring out your best
SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.
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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program (https://one.int.sap/me@sap/jobs_and_hiring/employee_referral/region/0000/lang/en) , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process (https://jobs.sap.com/content/Ethical_usage_of_AI_in_the_recruiting_process/?locale=en_US) .
Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 448318 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid