Customer Success Senior Onboarding Manager - Signavio (m/f/d)

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.

What you’ll build

As a Customer Success Onboarding Manager, you will be responsible for ensuring the successful onboarding and adoption of SAP Signavio’s products and services. You will play a crucial role in building strong relationships with our valued customers, understanding their needs, and guiding them through a seamless onboarding process. Your primary goal is to facilitate customer success, drive product engagement, and foster long-term partnerships, while innovating new onboarding approaches to drive automatization and standardization. This role offers the opportunity to demonstrate leadership, mentor peers, and refine your unique talents in a dynamic, client-centric environment.

• Customer Onboarding: Define and lead the onboarding experience for new customers, ensuring a smooth and positive experience from contract signing to roll-out and initial usage.
• Trusted Advisor: Conduct in-depth consultations with customers to understand their unique business requirements, goals, and challenges, tailoring the onboarding journey to meet their specific needs.
• Innovate: Collaborate with Customer Success Engineering, Support, Professional Services, Sales, Marketing, and Product to drive onboarding standardization and automatization and reduce time-to-value (TTV).
• Customer Adoption and Engagement: Proactively monitor and analyze customer product usage and adoption patterns, identifying potential areas for improvement or increased engagement, and implementing strategies to drive customer success.
• Tooling: Work with state-of-the-art Customer Success tools (Gainsight, Salesforce) backed by a dedicated Customer Success Operations team.

• Welcome to the team: Collaborate closely with the SAP LeanIX Onboarding Team to identify and standardize the onboarding processes for SAP Signavio.

RESPONSIBILITIES:

• Define and lead the development of new onboarding processes and working with different departments to create a smooth onboarding experience
• Primary contact during initial onboarding of enterprise accounts
• Manage the overall customer relationship in close alignment with sales
• Accountable for Customer’s overall success, adoption of Signavio’s solution, customer health, and satisfaction
• Develop strategic relationships with key stakeholders to understand a customer's business and their goals and roadmaps. Lead executive sessions to maintain strategic alignment and achievement of goals pertaining to onboarding
• Interface between product management and the customer to drive product development
• Share insights about customer use cases and issues with Signavio strategists and Product Leadership
• Collaborate with Professional Services for customer enablement and deployments
• Leverage customer relationships for prospect references & Marketing stories.
• Manage customer escalations and prioritizations
• Identify commercial opportunities

What you bring:

• Business fluent in German & fluent in English
• 5+ years of professional experience in Customer Success, or similar fields, preferably in SAP Signavio’s Business Process Management Software
• Exceptional project management skills with a track record of successfully managing multiple customer onboarding projects simultaneously
• Highly organized, adept at handling multiple priorities, and maintaining attention to detail
• Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups
• Adaptable to change and thrives in fast-paced, entrepreneurial environments
• Willingness to travel to build and maintain strong client relationships
• 3+ years working knowledge with Customer Success tools, e.g., Gainsight is a plus
• 4+ years experience in process management, process consulting
• Proven ability to collaborate, build strong relationships and lead the conversation from executive level down with customers and within Signavio
• Proven ability to engage across functions (Sales, Services & Product Management)
• Passion for customers and their success

Where you belong:

Our Customer Success organization serves as the focal point for our clients. We are a mosaic of high-performing individuals who are committed to helping those around us to also achieve excellence.

Our mission is to achieve best in class client retention and drive efficient scalable processes, whilst also ensuring that clients can trust in a consistently excellent experience across the company. This role is a direct extension of SAP Signavio’s Client Experience mission to become a trusted partner, empowering clients to focus on their purpose and become a best run business.

We are committed to creating a diverse team and are looking for individuals that desire to make a difference.

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: [email protected].

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program

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