• Foster trusted advisor relationships with clients and contractors • Maintain client satisfaction through exceptional service • Identify opportunities for upselling within existing accounts • Develop action plans with clients and track implementation • Ensure timely service delivery to client needs

• Lead and project manage the full onboarding journey of new partners, from kick-off to go-live, ensuring clear milestones, proactive communication, and timely execution. • Anticipate potential risks early, troubleshoot and escalate stalled or lagging partner progression by working closely with internal teams across CS, clinical, product and technical integrations teams. • Serve as the guide and advocate for assigned partners. • Act as the voice of the partner internally highlighting successes and opportunities with MDI’s service, platform and workflows. • Collaborate with clinical and technical teams to provide feedback, relay product enhancements, and advocate for partner success. • Increase partner health, engagement, and satisfaction, escalating issues as needed while continuously driving toward long-term retention and expansion. • Track and report on key customer success metrics (NPS, csat, etc.) to executive and senior leadership. • Provide ongoing support, education, and training to partners post-launch, with a focus on a seamless experience and optimizing integrations, workflows, and product adoption. • Serve as a trusted advisor by providing market insights, best practices, and recommendations that align MDI’s solutions with partner growth goals. • Manage and maintain consistent documentation on the customer lifecycle in internal systems, such as HubSpot, Asana, and other project and task management tools. • Contribute to the development of key collateral, processes and defining standard expectations of work.

Title: SAP Academy for Services & Consulting - Success Plan Manager - Palo Alto (Hybrid) Location: - San Francisco, CA, US, 94107 - Palo Alto, CA Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid Department: Consulting and Professional Services Job Description: 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. The SAP Academy for Services & Consulting is a development program designed for individuals with 0-3 years of professional experience; Candidates with more than 3 years of experience will not be considered SAP is not offering current or future visa sponsorship (includes NO F1/OPT) for this role The role requires candidates to be onsite at an SAP office or customer location (3) days per week, in alignment with our Pledge-to-Flex policy; Candidates MUST live locally to the SAP location that they’re applying to SAP is not offering relocation benefits for this role Who You’ll Become: 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 you’ll do: As part of the SAP Academy for Services & Consulting, Success Plan Manager Associate’s 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 SAP’s 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 - Support coordination of 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 What you bring: - STEM degree or equivalent technology experience. - 1–3 years as a Functional/Technical Consultant or in project management. - Hands-on exposure to solution implementation, integrations, and basic cloud/modernization patterns. - Proven focus on customer value—defining success metrics and driving consumption, retention, and time‑to‑value. - SAP solution architecture knowledge (S/4HANA, HANA, SAP BTP, Cloud/SaaS). - Awareness of governance, risk mitigation, performance, security, and disaster‑recovery considerations. - Able to translate business needs into technical/functional requirements and practical roadmaps. - Strong communicator and relationship builder; customer-facing with enablement skills (runbooks, training) and experience working with Customer Engagement Partners, Success Plan Managers, enterprise and data architects, Success Experts, and delivery teams. Meet your team: The Success Plan Manager is a core role within SAP Customer Services & Delivery and works closely with account teams and service delivery organizations to ensure customers achieve measurable outcomes from their SAP investments. The role collaborates with Customer Engagement Partners, Enterprise Architects, Data Architects, Success Experts, and delivery teams to provide a coordinated, outcome-driven customer experience. The SAP Academy for Services & Consulting is a global development program designed for talent who are early in their career. About SAP Next Gen Academy for Services & Consulting: The Academy partners with SAP Customer Services & Delivery to support customers in their digital transformation, driving adoption and effective use of SAP software through planning, implementation, integration, and continuous improvement. The 12-month SAP Next Gen Academy for Services & Consulting offers classroom learning and role-focused rotations. It builds a strong foundation in consulting, project management, technical, and solution support to prepare you for success in Customer Services and delivery. Join us for a unique opportunity to build a global network, collaborate with customers to solve real business challenges, and gain hands-on experience with world-class cloud solutions — all while learning in a dynamic environment and earning competitive pay and benefits. SAP Next Gen is our global experience for students, recent graduates, and early career professional. Being a part of the Next Gen community provides a supportive community, tailored development, and the ability to be involved in high-impact projects. SAP’s employees across different regions are enabled to do their best job with the right mix of office and remote work according to country-specific guidelines and regulations. In general, our hybrid work setup consists of three days a week in the office or on-site with customers or partners. We are planning a practical and immersive portion of our program, which will likely involve participants spending two (2) weeks, spread across one trip, in San Ramon, California. This experience is designed to provide unparalleled hands-on learning and networking opportunities. 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, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 70900-159900USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits. 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: 450877 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Title: Digital Customer Success Manager (DCSM) - Generalist NA Location: San Ramon, CA, US, 94583 Department: Consulting and Professional Services Job Description: 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. Candidate(s) will be required to work 3 days a week in office/client site as per our Pledge to Flex return to office policy SAP is not offering relocation benefits for this role at this time. SAP is not offering current or future visa sponsorship for this role at this time. About the Role The SAP Cloud Success organization is aiming to create an industry-leading Digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance from SAP (via our Digital Customer Success Managers) to our customers. DCSMs will use a low touch/virtual engagement approach in order to provide an excellent customer experience across a large portfolio of customers (80-100). The objective of this function will be to optimize the customer onboarding and adoption processes, improve renewal rates, increase customer satisfaction, and champion customer success through a consistent, efficient, scalable methodology across different SAP cloud lines of business. Further responsibilities: - Onboard New customers - Conduct virtual onboarding sessions and regular check-ins during the implementation phase - Share important SAP resources with customers such as webinars, trainings, events, or relevant best practices - Assist customers in case of showstoppers and roadblocks - Drive customer adoption and respond to risk scenarios - Engage 1:1 with priority customers as well as execute 1:many initiatives to drive customer outcomes at scale - Pursue high standards of customer engagement and satisfaction with a focus on customer loyalty by sharing tools, processes & resources - Identify customers at risk and take appropriate actions by involving Cross-Functional Teams or sharing relevant best practices - Act as trusted advisor and be first point of contact for non-technical inquiries - Build and leverage a network of key internal stakeholders from different functions that can support customer success - Analyze and interpreting customer data to prioritize customer engagements - Contribute to improve overall customer satisfaction & accelerate SAP’s reference pipeline Requirements: - Location: North America - 2-4 years of relevant professional working experience. - Experience in a client facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management or Consulting - Previous experience working with SAP cloud SaaS solutions like S/4HANA Cloud, Supply Chain Management, Human Experience Management, Customer Experience, or FSM would be a plus - Experience managing high volume of customer engagements - Proven experience working with diverse, cross functional teams, both virtually and globally - Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment - Strong orientation towards teamwork and collaboration - Strong interpersonal skills which aid to build relationships externally and internally - Creative problem solving under pressure when working through customer issues - Excellent listening, written and oral communication skills 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, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 78,000 - 180,700. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits. 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: 452920 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid