Consulting and Professional Services

Functional Specialist - SAP Customer Experience

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Title: Functional Specialist - SAP Customer Experience

Location: Global 

The Functional Specialist work as a part of the Experience Management organization in the Intelligent Adoption and Consumption (IA&C) Center. The SAP Commerce Cloud /SAP Customer Data Cloud/, SAP Marketing Cloud /SAP Sales and Service Cloud Solution Functional Specialist will support our Customers and Front Office roles with knowledge and engagement around how to get the best outcomes from their SAP CX Solutions (Commerce Cloud, Customer Data Cloud, Marketing Cloud and Sales & Service Cloud). 

Focused on Adoption and Consumption, the Functional Specialist will specialize in SAP CX solutions, helping a customer to understand what is needed to adapt to a cloud solution or enhance their usage of existing solutions through knowledge transfer, change management expertise, and functional business process guidance. The core deliverables include:

  • Engage with our Customers and Front Office roles to deliver the value of SAP Customer Success with prescriptive guidance on solution usage and adoption topics focused around improving their core processes through capabilities from the SAP Commerce Cloud.
  • Tailor content that will allow the IA&C to scale and multiply consumption and extension best practices, to deliver business value through our communities and Front Office engagements.
  • Innovate with our Front Office roles to drive the evolution of innovations for the SAP Customer Success tooling, offerings, and playbooks, including ways to expand platform usage and drive industry cloud adoption.
  • Empower Front Office roles and help educate customers on how to be successful within and across buying centers. 
  • Develop characteristic-based gold standards for increasing activation, consumption, and expansion of SAP Cloud Solutions.


Furthermore, the team supports Premium and Standard Cloud subscriptions with customers, partners, developers, and SAP internal teams where subject matter expertise is required related to success plans and the supported Cloud solutions.

Key Responsibilities:

  • Act as an SME for usage and value realization of the SAP Cloud solutions by providing functional expertise on configuring, using, and delivering on desired business value.
  • Develop content such as video and materials for internal and external parties with the goal to support the evolution of Customer Success Plans for SAP CX Solutions (Commerce Cloud, Customer Data Cloud and Sales, and Service Cloud)
  • Collaborate with the different stakeholders, including but not limited to Product Support, Engineering, CEEs, CSMs, and Account Teams, etc.
  • Understand product road map and provide guidance on release innovations.
  • Work closely with Product Management and Product Owners to align on adoption topics, features and capabilities.
  • Collect and analyze customer requirements (via Front Office roles or the Regional Heads) for potential SAP Customer Success Programs enhancement. (Premium and Standard)
  • Deliver exceptional experience remotely and onsite with customers when needed.
  • Develop tooling and playbooks to help scale and increase the ability for SAP to grow functional insights around customers to ensure delivered business outcomes.
  • Deliver 1:1 and 1:M workshops remotely with customers on Adoption and Consumption topics relating to business capabilities through SAP CX Solutions (Commerce Cloud, Customer Data Cloud, Marketing Cloud, and Sales & Service Cloud).


  • University undergraduate degree (or higher) in computer science, engineering, or comparable educational background.
  • Knowledge of typical processes and requirements in the field of e-commerce, Sales & Service
  • Ability to understand SAP
  • Expertise in any two of the SAP CX solutions (Commerce Cloud, Customer Data Cloud, Marketing Cloud, and Sales & Service Cloud) will be preferred.
  • Experience in development, support, implementation, enablement, consulting in any two of the SAP CX solution (Commerce Cloud, Customer Data Cloud, Marketing Cloud and Sales, and Service Cloud) will be highly preferred.
  • Familiar with the SAP Cloud offerings including SAP Preferred Success.
  • Customer Success Driven.
  • Curious, open-minded, resourceful, and flexible with the ability to learn quickly.
  • Get-it-done / Can-do-it attitude.
  • Excellent communication skills (written and verbal).
  • Fluency in English is a must.
  • Ability to work with technical and non-technical colleagues.
  • Team player and role model.
  • Customer Focused and Flexible time for global coverage.
  • Ability to multitask and support many requests.


We build breakthroughs together

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.

We win with inclusion

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:

This position is eligible for the SAP Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy. 

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



Requisition ID:  333363
Posted Date:  Jun 6, 2022
Work Area:  Consulting and Professional Services
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Porto Salvo, PT, 2740-262

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