Digital Customer Engagement Manager

hace 4 semanas

Barcelona, Barcelona, España Sap A tiempo completo
About the Role

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 SAP S/4HANA Private Cloud solution.

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 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.
  • 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 liaison with different SAP stakeholders, e.g. Sales, Presales, Renewals teams, to ensure 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.
  • 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.
  • Excellent customer focus / Networking / Relationship Building / Results-driven / Self-organized / Decision making skills.
  • Experienced in working with cross-cultural and cross-functional teams or individuals.
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 believe in building breakthroughs together and are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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