Sr. Manager Field Business Support

**We help the world run better**

**PURPOSE AND OBJECTIVES**
With an aim toward action and pragmatic execution, the Customer Success COO Group delivers exceptional experiences, simple processes, and impactful customer interactions. The organization has holistic responsibility for ensuring efficient day-to-day operations of the Customer Success business, operationalizing and accelerating the True North strategy via the One Customer Success Operating Model and developing disruptive motions, channels, and commercial models to innovate for the future. The team prides itself not only on what is delivered, but on the delivery itself, exemplifying the qualities of Trust, Authenticity, Inclusivity, Integrity, and Courage in every interaction.

**EXPECTATIONS AND TASKS**
As a leader on the Global Field Business Support team, the Sr. Manager is responsible for providing leadership to implement and drive commercial standardization and deal execution support for the regional field organization. A pragmatic business partner and cross-functional leader, this individual will leverage deep Customer Success engagement orientation and advanced systems and commercial competency to support end-to-end field support while driving deal standardization measures for complex sales motions with regional and global stakeholders across Customer Success, Global Finance, Commercialization/Pricing, Procurement and internal IT. This role will manage a regional team that supports SAP Account Executives in executing deal operations cycles from including quoting, contracting, booking select engagements. The support provided will include triage, issue resolution, escalation management and hands-on-keyboard execution for select engagements. The team is expected to contribute to revenue growth and profitability by supporting Account Executives with seemless back-office deal execution.

**RESPONSIBILITIES**
- Lead part of a diverse and high performing Regional Customer Success Field Business Support Team that support complex deal motions including RISE, by providing an environment that fosters team member growth and development
- Lead the team in delivering a seamless, integrated field experience focused on support services that are accurate, rapid, compliant, and aligned with internal stakeholder expectations
- Streamline regionally owned transactional complexities and drive global change measures to achieve radical improvement in efficiency and scale for complex sales motions by providing feedback on process and tool improvements
- Seek creative ways to anticipate and resolve constraints including resources, skills, timeframes, to ensure successful and timely sales execution
- Ensure compliant operational procedures inculding sales, delivery, financial and legal considerations
- Serve as a highly credible internal spokesperson for Field Business Support initiatives throughout Asia Pacific Japan (APJ)
- Drive standardization and transparency via team performance management, reporting and KPI’s

**EXPERIENCES**
- ** Enterprise Leadership**:Proven experience managing complex businesses and functions with a structured set of initiatives and programs - with multiple work streams and project teams within or across Market Units in APJ.
- ** Org & Operational Complexity**:Demonstrated ability and readiness to lead in businesses and/or functions that require high degrees of complex cross-organizational interaction and collaboration
- ** Business Performance**: Track record leading operations, commercial, finance and/or customer engagement organizations as people manager or influencer
- ** Innovation Track Record**: History of operational innovation and problem solving based on a deep understanding of the commercial, system and process landscape and internal/external business factors and market dynamics
- ** Customer Focus**: Well-respected, proven contributor in APJ Customer Success execution with demonstrated stakeholder empathy

**COMPETENCIES**
- Acts with expertise and an** innovation mindset;** Immediately credible
- Has a** Followership**. Inspires and motivates. Has a strong internal brand
- ** Optimistic **outlook. Quickly pivots from challenges and leads and inspires through adversity
- ** Agile**, with a proven ability to work under pressure with extreme flexibility
- Has **Executive Presence**, polish and credibility. Effectively interacts with all levels of Customer Success, Commercial Field Finance and Shared Services teams.
- Extremely high **integrity **and** ethics**. Demonstrates SAP’s values and culture
- Builds a **culture **of belonging, accountability, transparency and trust vs. command/control.
- Innovates, experiments and incorporates new approaches to put **stakeholders first**

**REQUIREMENTS**
- Bachelor’s / Masters degree (required)
- Minimum of 10 years of working experience within SAP engaged in a deal support or closely related role that requires an understanding of the Customer Success organization and operating mode