Digital Customer Engagement Manager

hace 7 días

Barcelona, Barcelona, España SAP A tiempo completo

About the Role

The Digital Customer Engagement Manager is responsible for delivering exceptional customer experiences across the entire customer journey. This includes driving sales to delivery handover, customer onboarding, and ensuring seamless adoption of SAP Cloud solutions.

Key Responsibilities

  • Drive sales to delivery handover and customer onboarding, covering technical and project aspects.
  • Support tickets handling, bridging customer queries and requirements from technical operations teams.
  • Ensure periodic service reviews to track service quality across customers.
  • Orchestrate overall service delivery according to agreed SLAs and KPIs.
  • Support customers on technical queries and requirements throughout their lifecycle.
  • Proactive ticket monitoring, handling, and issue resolution with regular and transparent communication.
  • 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.
  • Contribute to liaison with different SAP stakeholders, ensuring customer success.

About You

We're looking for an Engineering graduate with 3+ years of work experience as a SAP technical consultant in a customer-facing/supporting role. You should have strong knowledge of SAP Basis, SAP ERP modules, and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.

What We Offer

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We offer a highly collaborative team environment, a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options.

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