Digital Customer Engagement Director
hace 2 días
About the Role
SAP is seeking a skilled Digital Customer Engagement Manager to drive sales to delivery handover and customer onboarding for SAP Cloud Customers. This role requires a strong focus on technical and project aspects, including IP ranges, Load Balancer setup requirements, and VPN networks.
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.
- 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 You
We are looking for an 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). You should have strong knowledge of SAP Basis, SAP ERP modules and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
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