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Digital Customer Engagement Manager
hace 2 meses
About the Role
The Digital Customer Engagement Manager will be responsible for delivering exceptional customer experiences across the European region. This role will focus on driving sales to delivery handover and customer onboarding, ensuring seamless adoption of SAP Cloud solutions.
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.
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.
- 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 personal development and a highly collaborative team ethic.
What 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.
Join Our Team
