SAP BTP Preferred Success Engagement Advisor 

United States, Illinois, Chicago 

41942230

What you'll do

• Engaging with PrS BTP customers and CSPs to help them derive maximum value from the program.
• Supporting CSPs in onboarding customers to the program by explaining the value & benefits they can get from it and setting up the operational environment for the customer.
• Understanding customers' business needs and preparing Engagement Plans aligned with Preferred Success Services to address these challenges using BTP components.
• Regularly following up, monitoring, tracking progress, realigning, and providing feedback to CSPs regarding their customers' adoption and consumption patterns.
• Defining, developing, and documenting processes to help scale the activities performed by you.
• Developing content to enable, educate, and train other stakeholders regarding the program and services we offer.
• Developing a deep understanding of the Preferred Success BTP Service Portfolio and other elements of the program.

Responsibilities

• Onboard new customers or new stakeholders at existing accounts to help them understand their entitlements with Preferred Success.
• Build trust and establish relationships with key stakeholders on the customer side as well as within SAP to ensure value realization from the program.
• Anticipate, identify, and manage potential issues and escalations, and assist in resolving them within the means of the program.
• Ensure key stakeholders are satisfied with agreed-upon objectives and outcomes and that their interests are protected and valued.
• Collect feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations.
• Maintaining and reporting about each customer assigned to you.

Engagement Planning:

• Use your product knowledge of BTP and other SAP products to help break down complex business needs into smaller work items.
• Orchestrate these work items using available services while articulating the tasks, skills, and effort estimates to secure the right staffing from delivery hubs.
• Follow up on service quality and establish governance to ensure customers derive value from the deliveries, leading to adoption and consumption.
• Help design new services and engagement packs based on product and customer needs.
• Conduct periodic pulse checks of the customer state, plan, track, and monitor customer activities effectively without requiring supervision, and provide updates to key stakeholders when needed.

Process Improvements:

• Contribute to establishing and optimizing processes to manage different tiers of customer segments, such as Digital, Mid Segment, and Premium, in the context of engagement planning.
• Contribute to asset development, such as process documentation, training videos, or webinars, and provide training to peers and other roles on how to effectively use the processes to take advantage of the program.

We win with inclusion

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

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