Digital Customer Engagement Manager

hace 3 días

Madrid, Madrid, España Sap Se A tiempo completo
Job Title: Digital Customer Engagement Manager

At SAP SE, we're committed to helping our customers succeed in the digital age. As a Digital Customer Engagement Manager, you'll play a critical role in ensuring seamless adoption of our SAP S/4HANA Private Cloud Edition solution.

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 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.
  • 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.
Requirements:
  • Engineering graduate with 3+ years of work experience as a SAP technical consultant in a customer-facing/supporting role.
  • Strong knowledge of SAP Basis, SAP ERP modules and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
About Us:

We're a 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.

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