We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
あなたの将来の役割 / Your future role:
カスタマーサクセスマネージャーは、SAPの顧客と連携し、購入済みソリューションおよびサクセスサービスの活用を通じて、価値実現を加速し、ビジネス成果の達成を確実にします。カスタマーサクセスマネージャーは、指定された顧客アカウントに対して、リソースの管理・調整、活動の実行（アカウント戦略の策定、成果達成計画の定義・実行［導入・活用］、アカウント関係管理、課題解決、エスカレーション対応、リード創出によるソリューションやサービスの拡大）を担います。
カスタマーサクセスマネージャーは、顧客とSAP双方の成功を「導入」「価値創出」「拡張」の各フェーズで推進します。
SAPのファイナンス＆支出管理ソリューション領域は、SAP Cloud ERP、CFOオフィス、調達、Concur、Fieldglass、Tauliaなどの市場をリードする製品群を統合し、Quote-to-Cash、Record-to-Report、Source-to-Payといったプロセス全体をカバーします。CFOの進化するニーズに応えるために設計されており、世界で最も俊敏な企業の財務・業務基盤を支えています。
The Customer Success Manager engages with SAP's customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Customer Success PManager is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Manager drives mutual (customer & SAP) success across the Adopt, Derive, and Extend phases of Customer Value Journey.
SAP’s Finance & Spend Management solution area unites market-leading offerings—including SAP Cloud ERP, Office of the CFO, Procurement, Concur, Fieldglass, and Taulia—to deliver end-to-end capabilities across Quote-to-Cash, Record-to-Report, and Source-to-Pay processes. Purpose-built to serve the evolving needs of CFOs, this portfolio powers the financial and operational backbone of the world’s most agile enterprises.
主な業務内容 / What you will do: 顧客と積極的に関わり、SAPソリューションによる生涯価値と成功を実現します。この役割は、価値実現を加速し、重要な活動を調整し、顧客満足度と成長を促進し、解約リスクを最小化します。 顧客成果を推進するアカウント戦略・活用計画を策定・実行し、サブスクリプションの更新につなげます。 財務・調達分野の顧客経営層と信頼関係を築き、信頼されるアドバイザーとなります。 データやツールを活用し、顧客のビジネス目標に基づく採用・活用活動を管理します（リレーションシップ評価、成果達成計画など）。 顧客アカウントの主要なエスカレーション窓口として対応します。 コミュニティ連携や拡張機会の特定を通じて、ライセンスやサービスの拡大による継続的な価値と成長を推進します。
Proactively engage with customers, ensuring they achieve lifetime business value and success with their SAP solutions. This role accelerates value attainment and orchestrates critical activities, fostering customer satisfaction and growth while minimizing churn risk. Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions. Build trusted executive relationships and earn trusted advisor status with customers in finance and procurement domains Leverage data & tools to track and manage targeted adoption and consumption activities leveraging customer business objectives, including Relationship Assessments and Outcome Success Plans Act as primary point of escalation for customers account issues Facilitate community connections and identify expansion opportunities at customer to drive ongoing value and growth SAP footprint through expansion of licenses or services
8+ years’ experience in Sales, Pre-Sales, Services or Solution/Product Management 10+ years’ experience in with cloud software solutions and delivery models, specifically in finance and spend management solutions Strong executive presence and relationship building skills, particularly with finance and procurement leaders Experience and knowledge of finance and spend management business models, strategies, and line of business processes is preferred Responsible for delivery of outcomes of complex and innovative functional issues integrating client needs, strategic business goal of the function and financial objectives involved in directing the implementation and execution of functional business plans integrating functional and financial objectives Proven ability to handle difficult customer situations and discuss challenges with customer executives Commercial/deal support skills Relationship-driven mindset with excellent verbal and non-verbal communication skills Experience driving renewals, expansions, and up-sells of subscription or perpetual license-based finance and spend management solutions Ability to apply risk-mitigation strategies to customer situations Bachelor's degree or equivalent required MBA or related post-Bachelor qualification is preferred Native or near-native fluency in Japanese and business-level English
活用するスキル / Skills you'll use:
プロフェッショナルスキル
ビジネス感覚 複雑な問題解決 効果的なコミュニケーション 顧客志向 信頼構築 影響力テック業界・SAP一般スキル
主要業績指標（KPI） 人工知能（AI） SaaS（ソフトウェア・アズ・ア・サービス） 技術革新 SAPクラウドスイートポートフォリオ クラウドERPロール固有スキル
カスタマーバリュージャーニー整合 アカウントガバナンス アカウント戦略 カスタマーサクセスマネジメント 顧客維持 ソリューション導入戦略 顧客拡大 関係構築 技術ソリューション導入 異議対応 ファイナンス・支出管理領域の専門性 調達プロセス最適化
Professional Skills
Business Acumen Complex Problem Solving Effective Communication Customer Orientation Establish Trust Influencing SkillsTech Industry & SAP General Skills
Key Performance Indicators (KPIs) Artificial Intelligence Software-as-a-Service Technology Innovation SAP Cloud Suite Portfolio Cloud ERPRole Specific Skills
Customer Value Journey Alignment Account Governance Account Strategy Customer Success Management Customer Retention Solution Adoption Strategy Customer Expansion Relationship Building Technology Solution Adoption Overcoming Objections Finance and Spend Management Domain Expertise Procurement Process Optimization
備考： 本ポジションは日本語・英語のバイリンガル人材を募集しています。
NOTE: We are seeking a Bilingual (Japanese/ English) candidate for this role
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.
Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 434565 | Work Area: Sales | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid