SAP

CX Cloud Adoption Advisor

SAP

July 22, 2021


What we offer
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

SUMMARY

Customer Engagement & Experience (CE&X) is a dynamic entity within SAP’s Customer Success Board Area. With SAP’s growing subscription revenue and increasing number of customers on cloud-based contracts, and in alignment with the LACE methodology the need to ensure customers successfully find quick time to value, adopt the applications deeply, achieve the desired outcomes, and ultimately expand footprint with SAP as part of the renewal is critical.
The CE&X organization continues its transformation to deliver top notch customer engagement driving stellar customer experience at scale. The CE&X Success Centers have been created to assist in creating a world class customer experience with a focus on value realization through adoption and consumption. One of the Success Centers is the Intelligent Adoption & Consumption Center (IAC), with a key mission to work across the enterprise on how to drive intelligent, proactive, prescriptive, and scalable content to accelerate time to value in the way customers consume and adopt our solutions. In the area of Customer Experience (CX), we are responsible for Marketing, Commerce, Sales, Service and Customer Data Cloud.

THE ROLE RESPONSIBILITIES


  • Serve as a CX Cloud Adoption Advisor, within IAC; provide subject matter expertise in E2E business processes, solution capabilities and best practices relevant to respective CX solution(s).
  • Discover and understand customer’s measurement of success respective to business practices, then providing specific diagnosis and advice re: adoption and consumption opportunities and actionable guidance toward solution optimization to drive business value and outcomes.
  • Collaborate with CX, Regional and Customer Stakeholders, ensuring alignment re: recommended Adoption Plans and consistent, efficient execution
  • Drive continuous improvement and follow a consistent approach across the centers
    • Identify common patterns, needs and drive improvements in scaled outreach (content, activities, events)
    • Identify and improve representation of under adopted solutions, processes, functions
  • Reinforce communication from various stakeholder groups re:
    • Business outcome improvements the customer can expect
    • Industry best-practices to map business requirements to E2E process, solution and product
    • Innovations and solution capabilities from latest releases
    • Simplifications and benefits from standard and seamless upgrades
    • Change management and enablement needs
  • Serve as a trusted advisor to customers, partners and colleagues across hierarchies and cultures.


ROLE REQUIREMENTS


  • University degree in computer science, comparable education or job experience
  • Minimum 4+ years of prior work experience in business process consulting focused on customer engagement experience (business capabilities and E2E processes)
  • Excellent and demonstrable experience and business acumen surrounding solution adoption and the main mechanisms supporting such adoptions
  • Understanding of multiple SAP CX platform and integration technologies; experience with additional CX solutions strongly preferred
  • Ability to exhibit and reinforce a strong customer success mindset and customer focus in communication (written and oral) relative to business values and outcomes, and on equal footing with stakeholders, inclusive of C Suite leaders
  • Ability to grow and excel in a complex environment, multiplier mindset, eager to learn
  • Results driven and focused on creating new efficient approaches
  • Fluent in English (additional fluencies in Spanish or German are considered an asset)
  • Exceptional interpersonal skills, emotional intelligence and team player, proactive networker

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We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

Our inclusion promise

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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.
EOE AA M/F/Vet/Disability:
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID:292346 | Work Area: Sales Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - USA