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SAP · 3 days ago

SAP Concur, Senior Customer Success Manager (Regulated Industries)

Alpharetta, GA, US, 30009

Full-time

Hybrid

Senior Level

$121K/yr - $262K/yr

5+ years exp

SAP is a leading company that empowers organizations to work together more efficiently and effectively. They are seeking a Senior Customer Success Manager to work with enterprise customers in the Healthcare industry, focusing on achieving business goals and expanding technology adoption.

AnalyticsBusiness IntelligenceBusiness Process Automation (BPA)ComputerData ManagementFinanceSoftware

Growth Opportunities

Responsibilities

Help customers achieve their business goals and expand the adoption of SAP Concur’s technology footprint

Partnering with cross-functional teams in sales, pre-sales, services and support

Cultivate mid, and C-level relationships at each account

Bringing data-driven insights to life in intentional, strategic, and relevant ways as part of a larger account engagement strategy which builds high-trust relationships

See success measured through growth, attrition, retention, demand generation metrics, and overall customer relationship health

Establish success metrics with the customer as a strategic partner, focused on relevant goals and measurable outcomes which drive business impact

Run your business on the numbers: familiarity with SaaS/cloud recurring revenue economics

Develop and document advanced, cross functional, account strategies that drive success through delivering value and insight relevant and unique to each customer

Establish, maintain and grow broad and deep relationships within each customer account, driving a successful customer lifecycle management strategy

Self-aware, able to prioritize multiple competing priorities and stakeholders, fearless, force multiplier within the RI CSM team

Qualification

Customer Success ManagementSaaS ExperienceHealthcare Industry KnowledgeAccount ManagementData-Driven InsightsCommunication SkillsStrategic ThinkingRelationship BuildingFacilitation Skills

Required

Successful experience managing complex SaaS clients up and down the ARR stack with a high-level of focus and intensity

Excellent business acumen paired with strong communication capabilities rooted in curiosity, seeing conflict as opportunity, and bringing a desire to constantly learn and improve soft skills

Adept at running and evolving proactive, targeted customer engagement strategies within existing frameworks and utilizing a variety of tools/methods

Facilitation of executive meetings that measure progress which aligns to a strategic vision

Driven to deliver value to clients in support of profitable growth and retention goals

Establish success metrics with the customer as a strategic partner, focused on relevant goals and measurable outcomes which drive business impact

Run your business on the numbers: familiarity with SaaS/cloud recurring revenue economics; accurate, detailed risk, growth and attrition forecasting; understanding of whitespace impact; consistency in reporting

Develop and document advanced, cross functional, account strategies that drive success through delivering value and insight relevant and unique to each customer

Establish, maintain and grow broad and deep relationships within each customer account, driving a successful customer lifecycle management strategy

Self-aware, able to prioritize multiple competing priorities and stakeholders, fearless, force multiplier within the RI CSM team

Preferred

Undergraduate degree

5 - 10 years of Customer Success, Account Management or Sales experience

Strong knowledge of SaaS models and value-based engagement for cloud technologies

25% travel. Semi-regular in-person customer engagement is crucial

Experience working in/consulting with/selling to the broader Healthcare market: acute/non-acute care, hospital systems, outpatient, insurance, ancillary services, retail

Demonstrable knowledge of Healthcare industry trends, technology trends, decision making processes, stakeholder personas