Business Processes Consultant--Cloud ERP Onboarding Advisor

3 months ago

Dalian, China SAP Full time

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.

ABOUT THE TEAM

Our vision is to drive world-class customer experience, support and business outcomes. We achieve this by delivering exactly what is needed, at exactly the right time through expert delivery and enablement. We aim to strengthen SAP’s trusted partnership with customers and provide value realization, resulting in increased customer satisfaction, adoption and retention. We strive to further improve our innovative service portfolio with the goal to enable our customers to operate their SAP Solutions more efficiently and accelerate time to value when implementing new SAP innovations. We do this by leveraging best practices, standards, enablement, tools and processes.

The purpose of the Customer Onboarding Center is to drive a globally centralized and scalable Onboarding practice ensuring expert support, guidance and enablement to our SAP customers during their onboarding and adoption cycle. As part of a unified onboarding approach, you will be providing best practice guidance to our customers during their implementation project, driving product adoption by assisting them to secure a fast and successful Go-Live.

The Onboarding Advisor role ensures a unified execution across the CSS organization for customer onboarding excellence. Specific activities include:

PURPOSE AND OBJECTIVES

Cloud ERP is at the centre of SAP’s strategy and we’re looking to bolster our team with passionate people knowledgeable in cloud ERP to expand our coverage both geographically and in scope.

The Onboarding Advisor role is responsible delivering Embedded Launch Activities (EmLA) to customers, which include orchestrating the customer onboarding journey for Cloud ERP from signature to successful go live. Onboarding Advisor ensures the delivery of expert guidance and enablement to our SAP customers during their onboarding cycle. This role ensures the delivery of a smooth transition from the sales cycle to project start, captures key business goals and project details, and provides targeted project guidance and risk mitigation throughout the onboarding project lifecycle. 

EXPECTATIONS AND TASKS

Customer Deliverables

Manage a portfolio of accounts, overseeing customer onboarding, implementation and adoption needs and assisting them to meet their objectives.

Facilitate the transition from sales cycle to onboarding and project start

Plan, manage and execute the delivery of a series of customer touchpoints to support and guide the customer during their implementation with an aim to achieve a successful on time go-live

Validate and capture customer project plans and objectives

Introduce customers to key resources and set onboarding delivery expectations

Monitor customer project health, identify early warning signs for risk, utilize proper escalation channels to assist customers during times of need.

Collaborate on the development of customer facing collaterals/ best practices in alignment with other stakeholders inside and outside the direct team

Advise on areas of transformation, project and technology readiness

Lead enablement planning in alignment with the customer’s business goals and identified needs

Schedule and deliver targeted customer best practice guidance along the customer onboarding lifecycle

Provide communication and status updates to internal and external stakeholders

Advise on go-live planning approach

Other

Support/Attend customer enablement events as needed

Continuously enhance your knowledge around topics within the SAP RISE / GROW portfolio

REQUIRED SKILLS:

Understanding of RISE with SAP & GROW with SAP

Experience in multiple software implementations as a Project or Account Manager, Consultant, Presales or Product Engineering

Deep understanding of onboarding lifecycle, from a strategic and tactical perspective

Deep sense of accountability and ownership

Knowledge of SAP internal processes around customer management

Knowledge of SAP internal tools around the customer engagement (ICP\CRM, HPI, CRT, Harmony, Totango)

Ability to quickly adapt to changing environments with attention to detail while maintaining the “bigger picture”

Experience working in a global environment and willingness to adjust working hours occasionally

Comfortable and experienced with delivering content to customers in a 1:1 or 1 to many environment

Fluent in English / Chinese (oral and written). Additional languages are a plus – Especially Korean

WORK EXPERIENCE

Minimum of 3 – 5 years of strong experience working with external clients and software implementations.

History of helping customers navigate through setting up SAP solutions.

Experience identifying common customer challenges and designing content to address these barriers in a 1:1 and 1:many fashion.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Strong ability to organize, prioritize and execute

Capability to adapt to change and to meet a demanding workload

Must be able to maintain a positive, solution oriented and professional manner throughout

Strong oral and written communication skills with the ability to credibly present recommendations to senior levels in and outside the SAP organization.

Ambition to acquire knowledge of our products and processes and be able to communicate and demonstrate their value to our customers

Willingness and ability to effectively collaborate and communicate with key SAP account team members (CSP and IAE) or SAP Partner support teams

Able to develop an “outside in” perspective to best represent and address our customer’s needs while maintaining SAP’s interests and objectives

​ 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.

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