SAP Customer Engagement Advisory Associate

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:

The Customer Engagement Advisory (CEA) is a global organization responsible for delivering a seamless, holistic, and best-of-all-worlds customer engagement advisory to customer-facing functions in Cloud Success Services and beyond and plays a key role in fortifying the post-sales customer life cycle. This position will be supporting CEA NA/LAC team, which is one of the regional teams within CEA delivering on the organization’s mission and objectives within the North and Latin America regions. This team is remote, with a handful of team members located in SLE area.

Within Customer Services & Delivery, we drive world-class customer experience and business outcomes by passionately championing the success of our customers. We inspire and empower people to lead, orchestrate, and deliver sustainable customer value.

Our support is designed to positively impact our customer’s experience and will cover a broad range of post-sales customer-facing roles engagement types, and customer segments along the entire customer contract life cycle. By pro-actively monitoring our customer engagements we ensure in-time expert knowledge and guidance, acting as experts, partners, and coaches for customer-facing roles to help them unleash the full engagement potential. We offer a scalable, simplified, and unified practices, leveraging the best methodologies and tools of all existing customer engagement advisory models.

What you’ll do:

The Customer Engagement Advisory Associate is responsible to deliver on any initiatives/activities assigned to them by their regional or global CEA leadership. This is an internal role that helps support colleagues in customer facing positions. Successful candidates will have the opportunity to develop their engagement skills, business etiquette, and SAP customer and product knowledge; enabling possible transition into customer facing roles. The role will involve engagement with global leadership, their local CEA team as well as an ongoing rotation of colleagues within the cloud support organization to help ensure the overall success of customer engagement and support experiences. CEA Operations aid in the increased adoption and retention of Cloud subscriptions by helping CEA team members promote successful customer engagements and support best practices.

The Customer Engagement Advisory Associate is responsible for actively participating in engagement, functional, and technical reviews. In this capacity, you will act as the cloud strategic engagement expert to drive customer success. The Engagement Advisory Associate will be responsible during these reviews for providing engagement strategy guidance for front office roles, highlighting opportunities for enhanced engagement throughout the lifecycle of the customer and SAP Solutions.

The consultant will maintain all appropriate levels of production/solution certifications, will participate in all appropriate training sessions to remain up to date with workflow changes and will proactively continue to develop their own skillsets and product/knowledge to provide the best level of support possible.

Key tasks include, but are not limited to, the following:

• Directly assist Front Roles (TQMs, EAs, CSMs, etc) in customer situations across the customer lifecycle
• Collaborate with Front Role leaders in defining proactive customer engagements
• Drive empowerment via engagement/functional/technical reviews including preparation and follow-up activities
• Assist to design engagement plans based on a profound understanding of the customer situation including core business processes and functions, system landscapes, technical requirements, customer center of excellence maturity level and company goals.
• Ensure proper definition of Top Issues along with an action plan containing defined ownerships and due dates.
• Increase Adoption and Retention of subscriptions within local region by promoting best practices.
• Ensure customer and employee success by assisting key support initiatives at a regional level
• Mitigate critical customer situations, working proactively to prevent unmanaged escalations in partnership with front roles
• Support the Customer Engagement Advisory (CEA) operating model including work-streams & sub projects
• Support CEA in areas that might include Tools, Processes, KPIs, Metrics, Reporting, Dashboards, development, and roll out
• Regular collaboration with both internal and external teams
• Meeting management including AHMs, Stakeholders, and active participation in global and local workshops
• Presentations to Management, other LoBs and stakeholders

What you bring:

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

• Basic experience with compliance standards
• Bachelor’s Degree or equivalent in IT, Business (or related)
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Experience in customer success activities as intern or working student
• Exceptional reading comprehension and written communication skills
• Strong problem-solving skills and attention to detail
• Excellent attention to detail
• Knowledge in or ability to learn SAP products/systems (S/4HANA, BTP, HCM, etc.)
• Willing to learn and self-driven individual
• Work well with deadlines and have ability to multi-task
• Proven ability to maintain confidentiality.
• Fluent English skills
• Spanish is a plus

We’re looking for someone who takes initiative, perseveres, stays curious, and understanding of SAP organization and service strategy and portfolio. You like to work on meaningful innovative projects and are energized by lifelong learning.

Note: This position is for a hybrid model based in the SAP office of São Leopoldo, Rio Grande do Sul.