Digital Customer Engagement Manager

hace 4 semanas

Madrid, Madrid, España Sap Se A tiempo completo

Job Summary

As a Digital Customer Engagement Manager - SAP Basis Technical Consultant at SAP SE, you will be responsible for delivering exceptional customer experiences through seamless virtual engagement and technical support. This role requires a strong understanding of SAP Basis, SAP ERP modules, and cloud solutions, as well as excellent communication and problem-solving skills.

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 SE is a leading provider of enterprise software solutions, helping over 400,000 customers worldwide work together more efficiently and use business insight more effectively. Our company culture is focused on innovation, collaboration, and customer satisfaction. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

What We Offer
  • A highly collaborative, caring team environment.
  • A strong focus on learning and development.
  • Recognition for your individual contributions.
  • A variety of benefit options.

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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