Digital Customer Engagement Manager
hace 1 semana
We help the world run better 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 Drive Sales to delivery handover and customer onboarding, covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks and more.
Handle support tickets, bridging customer queries and requirements from the technical operations team.
Ensure periodic service reviews to track service quality across a range of customers.
Orchestrate overall service delivery according to agreed SLAs and KPIs.
Support customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
Monitor, handle and resolve issues for customers with regular and transparent communication.
Support de-escalations of critical customer situations & review SLA service credit cases.
Contribute to customer Go-Lives, Release Upgrade and maintenance activities.
Execute and support problem management and continuous improvement.
Support customer satisfaction surveys & commercial change requests.
Contribute 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.
Work in European time-zone.
What you'll bring 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).
Strong knowledge of SAP Basis, SAP ERP modules and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
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.
Technical and application expertise for different cloud solutions (S/4HANA or another private cloud).
Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.
Excellent customer focus, networking, relationship building, results-driven, self-organized, and decision-making skills.
Experience in working with cross-cultural and cross-functional teams or individuals.
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 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 feels included and can run at their best. 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.
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: 386798 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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