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Digital Customer Engagement Manager
hace 2 meses
The Digital Customer Engagement Manager will be responsible for delivering exceptional customer experiences across the entire customer lifecycle, from sales to delivery and beyond. This role will focus on ensuring seamless adoption of SAP Cloud solutions, particularly SAP S/4HANA Private Cloud Edition, through a Shared Services model.
Key Responsibilities- Drive sales to delivery handover and customer onboarding, covering all technical and project aspects, including IP ranges, Load Balancer setup requirements, VPN networks, and more.
- 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 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 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, Renewals teams, and Customer Success partners involved in accounts, to ensure customer success.
- 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, especially 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 and processes and understanding of escalation handling and procedures.
- Experienced in working with cross-cultural and cross-functional teams or individuals.
SAP Enterprise Cloud Services is building the bridge for SAP customers towards cloud, closely helping them through this transformation. We build breakthroughs together. SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. We win with inclusion. SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.
