customer success manager の求人

he HCM Customer Success Manager (CSM) plays a critical role in supporting customers using SAP SuccessFactors after the sales cycle has been completed. In this role, you will build strong and trusted relationships with customers and internal stakeholders, always working in the best interests of the customer to ensure ongoing business success and transformation.

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his position specifically focuses on supporting customers who have purchased and implemented SAP solutions through our partner ecosystem (referred to here as “Indirect customers”). You will lead the development and execution of engagement models tailored to these customer segments, and work closely with key partners to enhance their capabilities and jointly drive customer success.

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ey Responsibilities

. Relationship Building and Partner Engagement Strategy

• uild trusted relationships with key stakeholders at both customer organizations and SAP partners.

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• esign and continuously refine engagement models for Indirect customers, leveraging global frameworks and resources in close collaboration with partners.

. Partner Enablement and Collaboration

• lan and execute enablement activities for strategic partners.

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• hare Customer Success best practices and support partner-led customer engagements.

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• ollaborate closely with partner teams, account executives, and sales to deliver maximum value to customers.

. Customer Understanding and Business Strategy Execution

• nderstand the customer’s business strategy and environment, and support the effective adoption of SAP SuccessFactors.

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• nsure consistent and value-driven engagement from onboarding through expansion and growth.

. Value-Based Engagement and Adoption Enablement

• reate and execute Success Plans tailored to each customer's goals and circumstances.

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• romote scalable adoption through partner-led customer engagement initiatives.

. Escalation Support

• ct as an escalation point when product-related incidents occur.

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• ollaborate with SAP internal teams and partners to ensure timely and effective resolution of customer issues.

. Self-Driven Professionalism

• ake ownership of partner engagement strategies, continuously developing your knowledge and capabilities.

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• ollaborate with global and local teams to share best practices and learnings across the organization.

nowledge, Skills, and Competencies

• ustomer-centric mindset with experience working within a partner ecosystem.

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• olid understanding of customer lifecycle management in the context of cloud-based solutions.

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• xperience in delivering services or enablement programs to/through partner organizations.

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• roven ability to collaborate across departments and influence stakeholders without direct authority.

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• trong communication and facilitation skills in both Japanese and English.

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• bility to manage multiple stakeholders including customers, partners, and internal teams.

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ducation and Work Experience

• achelor's or Master’s degree in Business, Information Technology, or a related field.

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• –3+ years of customer-facing experience in Customer Success, Sales, Partner Enablement, or Consulting roles.

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• xperience in working with partner ecosystems or reseller models is a strong advantage.

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• amiliarity with SAP SuccessFactors and SAP BTP is a plus.

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• xperience with SaaS-based customer engagement or program design is also a plus.