Business Processes Principal Consultant

at  SAP

WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.
The Adoption Services Center (ASC) is a dynamic entity within SAP’s Customer Services & Delivery Board Area and continues its transformation to deliver top notch customer engagement driving stellar customer experience at scale and assists in creating a world class customer experience. With SAP’s growing subscription revenue and increasing number of customers on cloud-based contracts, and in alignment with the LACE and NLAC 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.

You are very experienced with E2E business processes, capabilities, and best practices of the solution to be able to discover and diagnose customers’ adoption and consumption opportunities and provide actionable advice on how to leverage SAP’s solutions to drive better business value and outcomes. Customer Experience (CX) solutions include, Marketing, Commerce, Sales, Service and Customer Data Cloud in combination with BTP, AI, integration and mobility technologies.

• Focus on identifying and improving under-adopted solutions, processes, functions.
• Ensure Adoption Plays are recommended and executed consistently and efficiently.
• Collaborate with both CX and Regional Stakeholders to ensure alignment.
• Identify, create and deliver common patterns and needs to drive scale for outreach.
• Drive continuous improvement and follow a consistent approach.
• Talk with business stakeholders and influencers about their business goals and how they measure success to be able to identify and advise/deliver on:
• Business outcome improvements the customer can expect.
• Industry best-practices to map business requirements to E2E process, solution and product.
• Innovations and solution capabilities SAP can offer to accelerate business goals.
• Simplifications and benefits from standard and seamless upgrades.
• Change management and enablement needs.
• Trusted advisor to customers, partners and colleagues across hierarchies and cultures

THE ROLE

As the CX Solution Value Adoption Advisor, your key mission is to focus on value realization through adoption and consumption and work across the enterprise to drive intelligent, proactive, prescriptive, and scalable value in the way customers consume and adopt our solutions.

You are very experienced with E2E business processes, capabilities, and best practices of the solution to be able to discover and diagnose customers’ adoption and consumption opportunities and provide actionable advice on how to leverage SAP’s solutions to drive better business value and outcomes. Customer Experience (CX) solutions include, Marketing, Commerce, Sales, Service and Customer Data Cloud in combination with BTP, AI, integration and mobility technologies.

• Focus on identifying and improving under-adopted solutions, processes, functions.
• Ensure Adoption Plays are recommended and executed consistently and efficiently.
• Collaborate with both CX and Regional Stakeholders to ensure alignment.
• Identify, create and deliver common patterns and needs to drive scale for outreach.
• Drive continuous improvement and follow a consistent approach.
• Talk with business stakeholders and influencers about their business goals and how they measure success to be able to identify and advise/deliver on:
• Business outcome improvements the customer can expect.
• Industry best-practices to map business requirements to E2E process, solution and product.
• Innovations and solution capabilities SAP can offer to accelerate business goals.
• Simplifications and benefits from standard and seamless upgrades.
• Change management and enablement needs.
• Trusted advisor to customers, partners and colleagues across hierarchies and cultures.

ROLE REQUIREMENTS

• University degree in computer science, comparable education or job experience.
• Minimum 6+ years of professional work experience, including a proven track of record.
• Excellent understanding of the main mechanisms behind adoption & consumption and experience in this area.
• Customer success mindset and strong customer focus.
• Ability to talk with business stakeholders about business goals, values and outcomes on an equal footing.
• Business process advisory and customer engagement experience (business capabilities and E2E processes).
• Solid cross CX domain and solution expertise.
• Proficiency in at least one CX Solution (more than one is preferred).
• Ability to work with global customers across time-zones.
• Understanding of different SAP platforms and integration technologies.
• 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 (in addition, Spanish, German or Japanese is an asset).
• Excellent communications / presentation skills (oral, written).
• Exceptional interpersonal skills, emotional intelligence and team player, proactive networker.