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Customer Adoption Consultant

Company: Gigya
Location: Chicago
Posted on: January 16, 2022

Job Description:

What we offer
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!
Adoption Consultants maintain a deep knowledge of the SAP Fieldglass application and are responsible for ensuring that the customer meets their stated business goals through program optimization and creative problem solving. They are responsible for strategically leading customer optimization and adoption, as well as executing requests for our customer/partners to achieve customer business goals and deliver maximum value.
Key Responsibilities & Tasks

  • Drive proactive collection of business relevant goals to guide customers strategic requests and/or support customer's strategic IT and business decisions.
  • Establish and maintain SAP's trusted relationship with our customers resulting in high customer satisfaction and contract retention.
  • Maintain up to date knowledge of the SAP Fieldglass solution, roadmap, trends and industry. Act as a trusted subject matter expert (SME) within and outside the organization.
  • Utilize available sources of data intelligence to gain insights into customer health and feature adoptions and utilization metrics to inform proactive recommendations.
  • Create deployment strategies for new features and configurations for customers within their portfolio.
  • Become the SME for customer portfolio which includes but is not limited to expertise in the customer company's configuration, custom solutions, integrations, processes, system goals, strategic initiatives, etc.
  • Facilitate/participate in regular business reviews to address accomplishments, next steps, current status, success metrics and improvement opportunities with the customer and the CEE.
  • Facilitate involvement between the customer and other groups within SAP such as additional technical or functional subject matter experts, escalation managers, delivery resources, the CEE or the Customer Experience Team based on the customer needs or scenarios.
  • Conduct tailored release reviews aimed at preparing customers for day-one impacts based on their specific configurations and highlight key features of note that either align with their specific documented success plan and/or SAP Fieldglass best practices.
  • Provide feature demonstrations, instructional materials, thought leadership and testing guidance to further enable and educate customers on how to utilize SAP Fieldglass to fulfil their immediate or long-term goals.
  • Manage code updates and data refreshes in test environments and enable customer usage through configuration changes, demo setups, new feature setup, etc.
  • Identify potential risks and work to ensure appropriate internal and external stakeholders are aligned to efficiently address them. When applicable, escalates issues in a timely manner
  • Partner with Customer Engagement Executives, Adoption Executives and other internal stakeholders to ensure alignment across the SAP landscape, an integrated and seamless SAP customer success experience and that all barriers to customer growth and renewals have been removed.
  • Adhere to SAP Fieldglass project methodology and ensure that project management documents are accurate, complete and signed off by customer/partner. Properly manage customers' expectations and deliver prompt status updates as necessary.
  • Build strong working relationships with customer program counterparts and establish regular meeting cadences to track progress and status.
  • Act as the primary customer SME and advocate for customers internally.
  • Participate and collaborate on internal initiatives when required.
  • Manage customer enhancements and scripts by evaluating the request, understanding the gravity and impact to customer's overall goals and relationship health and working collaboratively with Product Development.
  • Submit Service Requests (SRs) for configuration changes.

    Experience & Educational Requirements

    • Bachelor's degree or equivalent work experience engaged either with customers providing services and/or support at the application support, account management, customer success, or project level.
    • 3 plus years relevant work experience, preferably supporting a software application.
    • Proven high-level strategic and critical thinking ability; able to shape and influence customer's long-term strategic system roadmap and contingent labor program using elicitation skills, system knowledge, and active listening.
    • High level of understanding of the Total Workforce Management space preferred.
    • High level of understanding of the SAP Fieldglass application preferred.

      We are SAP
      SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.
      Our inclusion promise
      SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
      SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas: or, APJ:, EMEA:
      EOE AA M/F/Vet/Disability:
      Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
      Requisition ID:318914 - Work Area: Customer Service and Support - Expected Travel: 0 - 10% - Career Status: Professional - Employment Type: Regular Full Time - Additional Locations:
      The key to SAP's success? Our people.
      We grow. We lead. We innovate - together! We believe that the difference between success and failure is a great team. As colleagues, we support, challenge, and inspire one another every day. We're results-driven and ready to go the extra mile for our customers. We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together.
      Driven by innovation? It's in our DNA.
      At SAP, innovation is more than just developing top-notch software - it's creating technologies that open up new possibilities. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. We know this doesn't happen by accident, so we provide a working environment that promotes free thinking, bold ideas, and collaboration. Of course, having the resources and expertise of a major global organization helps too.
      Got ambitious goals? Achieve them - at SAP.
      Stay relevant, agile, successful. SAP's robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged - and working towards their individual career goals.
      There's more to it than coding.
      Learn, innovate, and get rewarded. Be your best in a flexible and collaborative environment. The boldness it took to start our company is exactly what we need to keep growing it. That's why we introduced the Hasso Plattner Founders' Award - the highest employee recognition at SAP. It's awarded annually by the CEO to an individual or team whose extraordinary achievement best delivers on SAP's vision and strategy.
      Driven by innovation.
      SAP has continuously evolved to become a market leader in end-to-end enterprise application software, database, analytics, intelligent technologies, and experience management. Our customers are solving the world's hardest problems. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. Our vision of the future of enterprise IT is simple - software must be hyper-personalized, modular in nature, and support outcome-based business models.
      Not all heroes wear capes.
      The key to SAP's success? Our people. They are innovators, leaders, and all around great human beings. They come from many different countries, speak many different languages - and bring their own unique experiences to the table.

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      Customer Adoption Consultant
      Facility: 318914
      Posted Date: Jan 5, 2022
      Work Area: Customer Service and Support
      Career Status: Professional
      Employment Type: Regular Full Time
      Expected Travel: 0 - 10%
      Chicago, IL, US, 60606

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Keywords: Gigya, Chicago , Customer Adoption Consultant, Professions , Chicago, Illinois

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