Digital Customer Engagement Manager

hace 4 semanas


Madrid, Madrid, España Sap Se A tiempo completo
Job Description

As a Digital Customer Engagement Manager at SAP SE, you will be responsible for delivering exceptional customer experiences through seamless virtual engagement and service delivery. This role requires a strong technical background in SAP Basis and a customer-centric approach to drive sales to delivery handovers and customer onboarding.

Key Responsibilities:

  • Drive sales to delivery handovers and customer onboarding, covering technical and project aspects.
  • Support tickets handling, bridging customer queries and requirements from technical operations teams.
  • 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 and requirements throughout their lifecycle.
  • Proactive ticket monitoring, handling, and issue resolution with regular and transparent communication.
  • Support de-escalations of critical customer situations and 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 and commercial change requests.
  • Contribute to liaison with different SAP stakeholders, including Sales, Presales, and Renewals teams.

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.

About Us:

SAP SE is a company culture focused on helping employees enable innovation by building breakthroughs together. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options.



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