Senior Digital Customer Engagement Manager

hace 1 día

Barcelona, Barcelona, España Sap A tiempo completo
Job Title: Senior Digital Customer Engagement Manager

SAP is seeking a highly skilled Senior Digital Customer Engagement Manager to join our team. As a key member of our customer success team, you will be responsible for delivering exceptional customer experiences and driving sales to delivery handovers.

Key Responsibilities:
  • Drive sales to delivery handovers and customer onboarding, covering all technical and project aspects.
  • 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.
  • Proactively monitor tickets, handle issues, and communicate regularly and transparently with customers.
  • 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 liaison with different SAP stakeholders e.G. Sales, Presales, Renewals teams 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.

What We Offer:

SAP offers 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.

Location:

European time-zone.

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