Hybris Looking for CSS EMEA South Customer Success (Solution Areas) Head (m/f/d) at United Arab Emirates ,  Dubai Full Time

What we offer
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!
SUMMARY AND ROLE INFORMATION
The CSS EMEA South Customer Success (Solution Areas) Head (m/f/d) is a key management position accountable for driving the adoption of SAP solutions. The role reports to the Head of CSS EMEA South, while working closely with market unit teams, CSS EMEA South leadership team and counterparts in the global CSS organization.

You will be responsible for the orchestration and realization of our customer’s success across all SAP Cloud solutions, which are organized along five Solution Areas. Each Solution Area is led by a manager overseeing the customer-facing activities of our Customer Success Partners (CSP’s) and as such responsible for current cloud backlog (CCB) and therefore sustaining the region’s recurring revenue streams and customer satisfactions (NPS).

CORE TASKS

• Evangelize customer advocacy and customer centricity back to the different SAP teams in the region
• Work in lockstep with CSS global Solution Areas, Product Development and regional New Subscription Sales Teams, to ensure customer success across all SAP subscription and maintenance-based solutions
• Balance out specific solution area customer requirements with customer segment specific cross-solution activities by setting clear direction on regional priorities and market requirements
• Monitor and drive regional and market unit level cloud adoption, entitlements consumption, maintenance risk, and renewals for all LoBs
• Report and mitigate business risk to drive renewals, reduce cancellations and enable future business expansion
• Design, roll-out and monitor annual business plans to ensure that renewal rate, CCB growth and cost budget target are met
• Articulate a clear vision for your organization and a simplified end-to-end engagement model within the EMEA South region (in accordance with global frameworks) which inspires organizational execution and commitment across Sales, Solution Area and other CSS teams. Drive the transformation activities for the respective region in alignment with the CSS EMEA South leadership team. Cultivate and lead a World-class Customer Engagement Team
• Function as an Executive sponsor to large, regional Customers
• Be a point of resolution for complex, high visibility customer escalations
• Proactively address improvement opportunities with customers identified via NPS or other means
• Support Partner Success in close cooperation with the EMEA South Ecosystem Team as well as the global CSS Partner Hub

ROLE REQUIREMENTS

• Customer-Centric Mindset: Proven expertise in managing customer escalations, co-innovation engagement and projects. Be comfortable working at the most senior levels of SAP’s client organizations, commonly in or around the boardroom. Have 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.
• Transformational Leader: Capable of running a able Services/ Sales/ Customer Success P&L, and conversant across sales and delivery. Ability to operate at both the strategic and tactical levels, as well as see and articulate the bigger picture including the ability to manage a Market Unit on an interim basis if required.
• Strong, Positive & Motivational leader: Proven management skill of multi-cultural and multinational teams/organizations across in EMEA South (or any other diverse region) in various domains.
• Drive for Simplicity: Operational rigor and delivery excellence by creating and implementing ways to simplify the organization.
• Executional Excellence: Ability to consistently achieve results and exceed targets. Experience leading commercial discussions regarding renewals, expansions, and up-sells.
• Strong Network & Collaboration Skills: Have experience of managing effectively in a networked and matrixed team environment. Strong network with SAP MU colleagues, especially sales, consulting, presales, and P&I to implement scaling process for product adoption.
• Communication & Presentation Skills: Highly skilled in stakeholders management and C-Level communications skills. Proven ability to speak to large external audiences on customer conventions.
• Knowledge of SAP Solution Portfolio: Strong understanding of SAP solution portfolio and the business processes they enable.

EXPERIENCE AND QUALIFICATIONS

• Proven ability in driving renewals, expansions and up-sells of subscription or perpetual license based solutions/ services sales savvy & able to identify new opportunities for customer or partners to leverage new or expanded SAP solutions
• Broad understanding of SAP solutions portfolio and the business processes they enable with deep expertise in one or more LoB’s
• Account Management: 10+ years of experience in account or partner management related activities resulting in a demonstrated strong customer or partner success focus with empathy for customers/ partner & ability to build deep executive relationships and earn trusted advisor status
• Experience in creating and managing high performing team(s) in a complex matrix organisation demonstrated ability to manage teams across several markets
• Demonstrated success in dealing with difficult customer/ partner situations, discussing complex and often sensitive issues with partner executives
• Deep knowledge of how SAP operates and drives Land, Adopt, Consume & Expand Functional Expertise > Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits
• Experience with complex global transformation programs in a consulting or advisory capacity across a buying center portfolio and partner network SAP-Specific Knowledge
• Significant experience in business software, Bachelor’s degree or equivalent required (MBA preferred)

We are SAP
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.
Our inclusion promise
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 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: Americas: or , APJ: , EMEA: .
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:325904 | Work Area: Consulting and Professional Services | Expected Travel: 0 – 20% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: