Digital Customer Engagement Manager

hace 1 semana

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

We are seeking a highly skilled Digital Customer Engagement Manager to join our SAP Enterprise Cloud Services team. As a key member of our Client Delivery Engagement Shared Services unit, you will play a critical role in ensuring seamless adoption of the S/4HANA Private Cloud solution by our customers.

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, to ensure customer success.
About Us

SAP is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. We help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Our culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.

What We Offer
  • A highly collaborative team environment with a strong focus on learning and development.
  • Recognition for your individual contributions.
  • A variety of benefit options for you to choose from.

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