SAP Digital Customer Engagement Manager

hace 3 días

Barcelona, Barcelona, España SAP A tiempo completo

About the Role

The Digital Customer Engagement Manager will be responsible for delivering exceptional customer experiences through end-to-end virtual engagement and ensuring timely delivery of contractual agreements and services for SAP Cloud Customers. This role will focus on SAP S/4HANA, private cloud edition deliverables, serving European customers and requiring the ability to work in the European time zone.

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.
  • Proactively monitor, handle, and resolve customer tickets with regular and transparent communication.
  • Support de-escalation 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.

Requirements

  • Engineering graduate with 3+ 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, 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).
  • Database Administrator expertise, providing professional assistance in database system management and IT data use.
  • Good understanding of infrastructure operations and processes, including escalation handling and procedures.
  • Excellent customer focus, networking, relationship building, results-driven, self-organized, and decision-making skills.
  • Experience working with cross-cultural and cross-functional teams or individuals.

About SAP

SAP is a leading provider of enterprise software solutions. Our mission is to help organizations run better by delivering innovative solutions that meet the evolving needs of our customers. We are committed to fostering a culture of inclusion, innovation, and customer satisfaction. At SAP, we believe in unleashing all talent and creating a better and more equitable world.

Equal Employment Opportunity

SAP is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is free from discrimination and harassment. SAP is proud to be an affirmative action employer and is committed to the values of Equal Employment Opportunity and providing accessibility accommodations to applicants with physical and/or mental disabilities.

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