Cx Onboarding Senior Advisor Lac

**What we offer**

**COMPANY DESCRIPTION**

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

**About SAP Customer Experience**
SAP Customer Experience solutions are designed to offer businesses an integrated approach to delivering real-time experiences to customers across all digital channels. Customers will be able to exchange information, such as customer data, between a range of systems to produce a single view of the customer.

**PURPOSE AND OBJECTIVES**

As the Customer Experience (CX) Senior Onboarding Advisor, you are responsible, as part of a larger team, for onboarding, adoption, renewal and expansion of the SAP Customer Experience solutions portfolio by enhancing the customer outreach in a high-quality manner that ensures customer success across multiple solutions with the SAP Customer Experience portfolio and across all customer segments.

The Customer Experience (CX) Onboarding Advisor role is responsible for orchestrating the customer onboarding journey for SAP Customer Experience (CX) customers from signature to successful go live. The Onboarding Advisor ensures the delivery of best practices 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 best practices and risk mitigation guidance.

**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 utilizing targeted customer best practice with an aim to achieve a successful on time go-live
- 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
- Lead enablement planning in alignment with the customer’s business goals and identified needs
- 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 Customer Experience solutions portfolio.

**EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES**
- Strong ability to organize, prioritize and execute
- Capability to adapt to changes and to meet a demanding workload
- Must be able to maintain a positive, solutions 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 SAP Customer Experience solutions and processes and be able to communicate and demonstrate their value to our customers
- Able to develop an “outside in” perspective to best represent and address our customer’s needs while maintaining SAP’s interests and objectives
**REQUIRED SKILLS**:

- Fluent in English, Spanish and Portuguese (oral and written) is a must, any other language is a plus
- Experience in multiple software implementations as a Project or Account Manager (CEE/CSM/ESA), Consultant or Presales
- Deep understanding of onboarding lifecycle, from a strategic and tactical perspective
- Functional knowledge of the SAP Customer Experience solutions portfolio
- 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 details while maintaining the “bigger picture” Deep sense of accountability and ownership
- Experience working in a global environment and willingness to adjust working hours occasionally
- Comfortable and experienced with delivering enablement to customers in a 1:1 or 1 to many environment

**WORK EXPERIENCE**
- Minimum of 3-5 years of experience working with external clients and software implementations (account management (CEE/CSM/ESA) or project experience) within SAP Customer Experience solutions.

POSITION AVAILABLE FOR