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we are looking for a Customer Support Manager.
As a Customer Support Manager you will play a key role in ensuring exceptional customer experience related to purchasing and collection, service coordination, and solution identification. You will develop the physical and digital infrastructure, including process development, through cross functional collaboration with other operational and customer facing teams. Your leadership will be crucial in maintaining high levels of customer satisfaction, resolving complex issues, and contributing to the success of our customer support operations. This role offers the opportunity to drive customer satisfaction and loyalty while building leadership capability in a dynamic, science-driven organization.
Key Responsibilities:
Design, build, and scale the customer support infrastructure and processes, including policies, workflows, tools, and KPIs.
Operate and continuously improve customer support performance, monitoring metrics, identifying trends, and driving service quality, efficiency, and compliance
Own customer escalations and cross-functional resolution, working closely with Sales, Product, and Technical teams to ensure a seamless customer experience
Provide regular performance and customer satisfaction reporting to leadership to enable data-driven decisions
Establish internal training frameworks and knowledge standards to support consistent, high-quality issue resolution
Build, lead, and develop a small customer support team, ensuring capability, accountability, and scalability as the organization grows

As a Success Plan Manager, you will develop into a trusted advisor who supports customers in adopting, optimizing, and realizing value from SAP solutions including SAP S/4HANA, RISE with SAP, SAP Business Technology Platform (BTP), and SAP Business AI. Through progressive responsibility, coaching, and hands-on experience, you will learn how to:

Translate customer business objectives into structured success activities
Support outcome-driven Success Plans aligned to customer priorities
Contribute to governance, cadence management, and value discussions
Collaborate across SAP delivery, architecture, and adoption teams
Apply SAPs Success Plan methodology consistently and at scale


What youll do:



As part of the SAP Academy for Services & Consulting, Success Plan Manager Associates will:

Successfully complete a structured 12-month learn-and-apply academy program
Participate in classroom learning, simulations, and real-customer engagement scenarios
Support the execution of Success Plans under guidance of experienced Success Plan Managers
Assist with development, maintenance, and updates of customer success documentation
Prepare materials for governance meetings, including quarterly reviews and steering sessions
Support tracking of adoption milestones, consumption indicators, and value realization inputs
Participate in proactive risk identification and escalation preparation
Collaborate with Customer Engagement Partners, Enterprise Architects, Data Architects, Success Experts, and delivery teams
Learn and apply SAPs integrated toolchain including Holistic Engagement Planner (HEP), dashboards, Cloud ALM, and customer insights tools
Contribute to continuous improvement of engagement quality and customer experience


Expectations and Tasks:



Support executive-level customer relationships built on trust, transparency, and consistent delivery quality
Ensure disciplined planning, execution, and follow-up across all Success Plan activities
Provide clear, concise, and value-based executive communications and reporting
Coordinate internal SAP stakeholders to ensure clarity of roles, responsibilities, and ownership
Ensure alignment between customer priorities, SAP recommendations, and delivered outcomes
Uphold SAP standards for service quality, governance, and customer engagement excellence