Senior Digital Customer Engagement Manager

hace 2 semanas

Barcelona, Barcelona, España Sap A tiempo completo
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 ensuring seamless adoption of our S/4HANA Private Cloud solution by customers.

Your primary responsibility will be to drive sales to delivery handover and customer onboarding, covering all technical and project aspects. This includes ensuring periodic service reviews to track service quality across a range of customers, orchestrating overall service delivery according to agreed SLAs and KPIs, and supporting customers on technical queries and requirements throughout their lifecycle.

Key Responsibilities
  • Drive sales to delivery handover and customer onboarding
  • Ensure periodic service reviews to track service quality
  • Orchestrate overall service delivery according to agreed SLAs and KPIs
  • Support customers on technical queries and requirements
  • Proactive ticket monitoring, handling, and issue resolution
  • Support de-escalations of critical customer situations and 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 and commercial change requests
Requirements

To be successful in this role, you will need:

  • Engineering graduate with 5+ 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, especially 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, and decision-making skills
  • Experienced in working with cross-cultural and cross-functional teams or individuals
About SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. At SAP, we build breakthroughs, together.

We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

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