Digital Customer Engagement Manager

hace 4 semanas

Madrid, Madrid, España Sap Se A tiempo completo

Job Summary

We are seeking a highly skilled Digital Customer Engagement Manager to join our SAP Enterprise Cloud Services team. As a key member of our team, you will be responsible for delivering exceptional customer experiences and ensuring seamless adoption of our S/4HANA Private Cloud solution.

Key Responsibilities

  • Drive sales to delivery handover and customer onboarding, covering all technical and project aspects.
  • Handle support tickets, bridging customer queries and requirements from the technical operations team.
  • 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 & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
  • Proactively monitor, handle and resolve issues for customers with regular and transparent communication.
  • Support de-escalations of critical customer situations & 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 & 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.

About Us

SAP is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. We are a cloud company with 200 million users and more than 100,000 employees worldwide, committed to unleashing all talent and creating a better and more equitable world.

What We Offer

  • A highly collaborative, caring team environment with a strong focus on learning and development.
  • Recognition for your individual contributions.
  • A variety of benefit options for you to choose from.

Requirements

  • Engineering graduate with 3+ years of work experience as a SAP technical consultant in a customer facing/supporting role (IT services in Cloud environment, consulting, IT BASIS support).
  • 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.

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