Customer Success Manager

As a Customer Success Manager at SAP LeanIX, you will be responsible for ensuring the retention of Enterprise accounts by maintaining open communication and providing relentless support. You'll oversee the entire customer lifecycle, from onboarding to renewal, ensuring a seamless transition through each stage. Additionally, you will analyze data, manage consulting projects, and drive product usage, thereby expanding customer accounts and ensuring they derive maximum value from our services.

To be considered for the Customer Success Manager position at SAP LeanIX, you should have a minimum of 2 years of experience in an internationally operating consulting company focusing on IT Management. A deep understanding of IT organizations, development, and operations for Enterprise companies is vital. Experience with project management methodologies and familiarity with tools like Gainsight or Totango will also be important in succeeding in this role.

At SAP LeanIX, we embrace a Hybrid Work Mode, allowing Customer Success Managers to balance remote work from home and in-office collaboration. Each team member can decide with their team which work mode suits their needs best. This flexibility enhances productivity while fostering a collaborative spirit among colleagues working from various locations.

A successful Customer Success Manager at SAP LeanIX needs exceptional analytical, consulting, and advisory skills to effectively support customers. Strong project management capabilities, technical vocabulary in English, and a collaborative nature are essential. Additionally, a passion for IT and the ability to translate customer needs into product requirements will set you apart in this role.

SAP LeanIX is committed to the personal and professional development of its employees. As a Customer Success Manager, you'll have access to various learning opportunities, resources for growth, and the chance to engage in cross-team projects. The collaborative culture encourages innovation and the sharing of ideas, positioning you for success and advancement within the company.

To ensure successful onboarding, I believe in developing a structured plan that outlines specific goals and timelines. Communicating regularly with the customer during this phase is crucial, as it helps to gather feedback and adjust strategies if needed. Establishing a relationship built on trust will allow the customer to feel supported and secure as they start using the products.

In a previous role, I dealt with a customer who was facing issues integrating our product into their existing systems. After thoroughly analyzing the situation, I organized a series of consultations to understand their specific needs better. This allowed me to collaborate with our product team to create tailored resources that enabled a smoother integration, ultimately improving the customer's experience and satisfaction levels.

I utilize a combination of customer success tools such as Gainsight and Totango, alongside standard productivity tools like Trello or Asana, to track progress on customer goals. Regularly reviewing data from these tools enables me to identify areas for improvement and anticipate customer needs, ensuring ongoing success.

I view customer feedback as a valuable resource. I take the time to analyze it critically, separating actionable insights from general comments. Regularly communicating this feedback to our product development team ensures our offerings evolve in alignment with our customer’s needs and expectations.

Driving product usage involves understanding the unique needs of each customer and demonstrating how our solutions can address those needs. I often organize training sessions, provide ongoing support, and showcase product features in alignment with their goals. Tailored communication ensures they see the value and benefits of using our products regularly.

Managing expectations begins with clear, open communication. I ensure that I understand their needs and clearly outline what they can expect from our services. Regular check-ins allow me to address any concerns proactively, maintaining transparency and fostering trust.

I have experience managing multiple projects simultaneously, prioritizing tasks based on customer urgency and expected outcomes. I use project management tools to keep track of progress and regularly update stakeholders to ensure alignment and satisfaction throughout the project lifecycle.

With a disengaged customer, I would first reach out to understand their lack of engagement. Listening to their concerns allows me to tailor a re-engagement strategy that addresses their specific needs, possibly introducing them to features they haven't utilized yet or identifying blockers that need to be resolved.

Building relationships with customers requires consistency and dedication. I prioritize building rapport through regular touchpoints, sharing relevant content, celebrating their successes, and being genuinely interested in their goals. This fosters a positive relationship where customers feel valued and supported.

Collaboration is essential in my role; it helps leverage diverse expertise to solve customer problems effectively. I regularly collaborate with sales, marketing, and product teams to gather insights and feedback, ensuring a cohesive approach that ultimately enhances the customer experience and drives success for both the client and the company.