SAP Cloud Customer Engagement Manager

hace 7 días

Barcelona, Barcelona, España Sap Se A tiempo completo

Job Summary

The Digital Customer Engagement Manager is responsible for end-to-end virtual customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.

Key Responsibilities

  • Drive sales to delivery handover and customer onboarding, covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks, and more.
  • 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, esp. Customer success partner involved in the accounts, to ensure customer success.

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