SAP Cloud Customer Engagement Manager

hace 1 mes

Barcelona, Barcelona, España Sap Se A tiempo completo
About the Role

SAP Enterprise Cloud Services is seeking a highly skilled Digital Customer Engagement Manager to join our team. As a key member of our cloud services delivery team, you will be responsible for ensuring seamless adoption of SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.

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 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.
About Us

SAP Enterprise Cloud Services is building the bridge for SAP customers towards cloud, closely helping them through this transformation.

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