SAP Digital Customer Engagement Manager

hace 3 semanas

Barcelona, Barcelona, España Sap A tiempo completo
Job Description

We're seeking a skilled Senior Digital Customer Engagement Manager to join our team at SAP. As a key member of our customer-facing unit, you'll be responsible for delivering exceptional virtual customer engagement and ensuring seamless adoption of our RISE SAP S/4HANA Private Cloud Edition solution.

Key Responsibilities:

  • Drive sales to delivery handover and customer onboarding, covering all technical and project aspects.
  • Support ticket handling, bridging customer queries and requirements from technical operations teams.
  • 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 and requirements throughout their lifecycle.
  • Proactively monitor, handle, and resolve customer tickets with regular and transparent communication.
  • Support de-escalation of critical customer situations and review 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.
  • Contribute to liaison with different SAP stakeholders to ensure customer success.

Requirements:

  • 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.
  • Hands-on experience with SAP Basis activities and technical support in Cloud environments.

About Us:

SAP is committed to helping the world run better. Our company culture focuses on enabling innovation by building breakthroughs together. We're a collaborative, caring team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options. Join us in our mission to create a workplace that values flexibility, purpose, and future-focused work.

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