Dedicated CSM
One named Customer Success Manager who owns the relationship across projects, support and advisory — not a rotating pool.
Engagement & success
Stakeholders aligned, deliveries that stay on track
A dedicated Customer Success Manager for stakeholder expectation management, plus a Service Delivery team ensuring smooth, predictable delivery across every engagement.
What you get
Outcomesyou can measure
- A single point of accountability across every engagement
- Proactive communication at every milestone
- Issues escalated and resolved before they become disputes
- Quarterly reviews that reset priorities honestly
What we deliver
Capabilities,one by one
SD team coordination
Service Delivery team members coordinating across modules, geographies and partner handoffs so you talk to one voice.
Stakeholder communication
Regular, predictable updates for executive, functional and technical stakeholders — tailored to what each actually needs.
Risk & issue management
Risk register maintained live, issues escalated with options and a recommendation rather than a shrug.
Quarterly business reviews
Formal QBRs with the CSM — service performance, roadmap, risks and the next quarter's priorities, agreed and signed off.
Account roadmap
A rolling 12-month view of what we're doing, what's next and what's deliberately not in scope.
Why the CSM pattern
A multi-year SAP engagement spans more leadership turnover than you expect — on both sides. The CSM is the continuity layer: the one person who remembers why that decision was made in 2024, which workaround is deliberate, and who in the business you need to loop in before a change goes to UAT. That continuity is quietly the biggest cost-of-change reducer in a long engagement.
FAQ
Common questions
Is the CSM in India?
Yes — primarily out of Pune. For engagements with heavy on-site requirements, we can co-locate CSMs with the client team.
How is CSM time paid for?
Baked into the AMO or project engagement rather than billed separately. If you don't have a current engagement, we can scope a lightweight CSM retainer.
What does a QBR cover?
Service metrics (SLA, MTTR, user satisfaction), ticket-trend analysis by category, change-request burn-down, the continuous-improvement backlog, upcoming SAP release relevance, and a prioritised "next quarter" list the client signs off before we begin it.
Can the CSM pattern work for non-AMS clients?
Yes. A CSM attached to a transformation programme does the same job — continuity, stakeholder navigation, decision memory — across a time-boxed engagement rather than a running service.
Next step
Thinking about customer engagement? Let's talk specifics.
Tell us what you're running and what you're trying to achieve. We'll come back with a view on scope, sequence and effort.