SAP Head of Customer Success Job in Singapore, Singapore
Requisition ID: 127066
Work Area: Sales Operations
Expected Travel: 0 - 30%
Career Status: Executive
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Purpose and Objectives
The Head of Customer Success is a member of the APJ GCO Operations Leadership Team as well as the Global Customer Success and Advocacy Leadership Team focused on defining and leading world-class programs to increase customer loyalty, generate demand, drive revenue, adoption and accelerate sales.
This role works closely with the Regional and Market Unit COOs, Heads of Sales and Marketing to plan and execute the operational strategy of the company with a focus on driving higher levels of productivity through excellence in bid pursuits as well as the optimal creation, use and amplification of Customer References and success stories.
The role combines operational responsibility both for software as for the field services organization. The geographic scope of responsibility includes both Asia Pacific Japan and Greater China.
Responsible for developing a vision, strategy and building a road map for customer success programs including Customer References and Bid Management, identifying partners and finally coordinating the execution of major projects, programs and initiatives for Customer Success at a regional and Hub level.
Leads and builds world-class end-to-end customer-facing sales and marketing programs to increase customer loyalty, generate demand, drive revenue, adoption and accelerate sales via innovative and creative thinking along with solid, operational and executable processes in a high-touch, content-rich environment.
Drives customer focus aligned to business requirements, directing the design, planning, and implementation of customer references and bid management development/change programs, policies, processes, standards and procedures or technologies.
Provides leadership and team development, coaching, and facilitation for the Customer Success Team in the region.
Bears responsibility for selecting and growing talent and motivating them towards excellence in execution of plans.
Defines annual business objectives and creates momentum through articulation of strategy, and sponsorship of programs for achieving of goals.
Has the authority to make decisions and recommendations of a broad nature based on general guidelines. Creates an agile environment that pilots, innovates, tests and continually improves programs and processes.
Works with a cross functional team of direct and indirect reports and is responsible for aligning functions from marketing, sales, pre sales, operations, infrastructure, and technology.
Drives team behavior through cadence driven business practices.
Aims for business scalability through initiatives such as simplification and standardization of processes and associated infrastructure.
Strategy to Execution
Develop a coherent vision around Customer References and Bid Management programs for regional operations and provides guidance to MU Senior Executive Teams on strategy and execution.
Strong customer focus and knowledge of the customer’s perspective with ability to establish strong executive relationships at the senior-most levels in customer organizations and within SAP leading to a demonstrable track record of success.
Consultative approach and sponsors communication with key stakeholders inside and outside SAP at senior executive level. Proven ability to influence, build rapport and gain credibility with business and technology stakeholders.
Business acumen and market knowledge to drive programs tied to customer and SAP business success.
Strong communication skills
Results orientation driving a performance and merit based talent development process driving for results with a positive impact on SAP’s image and position in the market.
Strong business acumen with marketing or operations leadership background and must possess executive leadership capabilities and be a strong, highly effective problem-solver who excels at leading in an ever-changing environment.
Extremely solutions-oriented and collaborative with an ability to drive simplicity and reduced complexity creating a highly skilled shared services environment managing large-scale, global best-practice programs.
Is the point of escalation for critical decision and budgets.
Process Definition and Enhancement
Represents SAP in external communities and collaborates with other companies and professional associations.
Takes responsibility for driving complex, SAP-wide projects for process improvement.
Works as a trusted advisor to leadership team and Hub presidents.
Creates win-win opportunities for all stakeholders for sustainable cooperation.
Oversees and leads service execution and coordinates the team to reach goals on time and on budget. Reports regularly to Regional stakeholders.
Develops work programs, defines deliverables, timelines and effort to attain the goal.
Motivates the team and is a role model.
Focuses and drives key company priorities, resolves conflict and guides team.
Ability to be manager of managers with communication and management skills.
Experience and Language Requirements
15 years of professional working experience, thereof 7 in operations or related area;
Prior people management experience
Strong verbal and written communication skills
English: Level 3: Fluent (Able to fluently understand and communicate verbally and in writing);
Experience in working together with Senior Management; Experience in other industries is an advantage10 years of professional working experience within operations or role-related functions (i.e., marketing, consulting, project management)
Experience of sales-related processes or similar areas is an advantage
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No Selection