Digital Customer Engagement Manager

hace 23 horas

Barcelona, España SAP SE A tiempo completo
Digital Customer Engagement Manager - SAP Basis Technical Consultant

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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

The charter of Private Cloud Customer Centre is to ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.

What you’ll do

  1. The Digital Customer Engagement Manager (dCEM) is responsible for E2E virtual customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
  2. Drives Sales to delivery handover and customer onboarding, covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks and more.
  3. Support tickets handling, bridging customer queries and requirements from technical operations team.
  4. Ensures periodic service reviews to track the service quality across a range of customers.
  5. Orchestrates the overall service delivery according to agreed SLAs and KPIs.
  6. Supports customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
  7. Proactive ticket monitoring, handling and issue resolution for customers with regular and transparent communication.
  8. Supports de-escalations of critical customer situations & reviews SLA service credit cases.
  9. Contributes to customer Go-Lives, Release Upgrade and maintenance activities.
  10. Executes and supports problem management and continuous improvement.
  11. Supports customer satisfaction surveys & commercial change requests.
  12. Contributes to the liaison with different SAP stakeholders e.g. Sales, Presales, Renewals teams, esp. Customer success partner involved in the accounts, to ensure customer success.

What you’ll bring

  1. Engineering graduate with 3+ years of work experience as a SAP technical consultant in a customer facing/supporting role (IT services in Cloud environment, consulting, IT BASIS support).
  2. Strong knowledge of SAP Basis, SAP ERP modules and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
  3. Strong hands-on experience with SAP Basis activities, technical support in Cloud environments esp. with hyperscalers, OS/DB migration SAP release upgrades and infrastructure updates for cloud customers.
  4. Technical and application expertise for different cloud solutions (S/4HANA or another private cloud).
  5. Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.

Meet the team

The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation. One of the main tasks ECS is offering and providing real-time cloud platform operation, infrastructure and managed services focusing on fast time-to-value at reduced cost and risk.

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. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.

Requisition ID: 386146 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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