Digital Customer Engagement Manager

hace 1 semana

Barcelona, Barcelona, España SAP SE A tiempo completo
SAP SE: Digital Customer Engagement Manager

Estimated salary range: $100,000 - $150,000 per year.

About the Role

We are seeking a highly skilled Digital Customer Engagement Manager to join our team at SAP SE. As a key member of our Client Delivery Engagement Shared Services unit, you will be responsible for delivering exceptional customer experiences and driving business growth through innovative digital solutions.

About the Team

The SAP Enterprise Cloud Services (ECS) is a cutting-edge team that bridges the gap between SAP customers and cloud-based solutions. Our mission is to help customers adopt the S/4H Private Cloud solution seamlessly and effectively, using standardized and automated delivery approaches by a scalable team engagement and technical roles.

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.
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.
  • Strong hands-on experience with SAP Basis activities, technical support in Cloud environments esp. 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).
  • Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.
  • Experienced in working with cross-cultural and cross-functional teams or individuals.
About SAP SE

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. We are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

What You Will Bring
  • A passion for delivering exceptional customer experiences and driving business growth through innovative digital solutions.
  • Strong technical skills and expertise in SAP Basis, SAP ERP modules and tools.
  • Excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment.
What We Offer
  • A competitive salary range of $100,000 - $150,000 per year.
  • Ongoing training and development opportunities to enhance your skills and knowledge.
  • A dynamic and collaborative work environment that encourages innovation and creativity.

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