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

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

o    Facilitate the transition from sales cycle to onboarding and project start

o    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

o    Validate and capture customer project plans and objectives

o    Introduce customers to key resources and set onboarding delivery expectations

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

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

o    Advise on areas of transformation, project and technology readiness

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

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

o    Provide communication and status updates to internal and external stakeholders

o    Advise on go-live planning approach

· Other

o    Support/Attend customer enablement events as needed

o    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

·         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 (oral and written).  Additional languages are a plus

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