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Senior Digital Customer Engagement Manager
hace 2 meses
About the Role
We are seeking a highly skilled Senior Digital Customer Engagement Manager to join our team at SAP. As a key member of our Client Delivery Engagement Shared Services unit, you will play a critical role in helping our customers adopt the S / 4H Private Cloud solution seamlessly and effectively.
Key Responsibilities
- Drive sales to delivery handover and customer onboarding, covering all technical and project aspects.
- Support tickets handling, bridging customer queries and requirements from technical operations team.
- Ensure periodic service reviews to track the service quality across a range of customers.
- Orchestrate the 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.
- Proactive ticket monitoring, handling and issue resolution for customers with regular and transparent communication.
- Support de-escalations of critical customer situations & reviews 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.
Requirements
- Engineering graduate with 5+ 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 / Decision making skills.
- Experienced in working with cross-cultural and cross-functional teams or individuals.
About SAP
SAP is a leading provider of enterprise software solutions, helping over 400,000 customers worldwide work together more efficiently and use business insight more effectively. Our mission is to help every challenge get the solution it deserves.
We are a cloud company with 200 million users and more than 100,000 employees worldwide, committed to a highly collaborative team ethic and personal development. We 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.
