Cloud Customer Engagement Manager

hace 1 semana

Barcelona, Barcelona, España Sap Se A tiempo completo
Job Title:

Cloud Customer Engagement Manager

Job Description:

About the Role:

The Digital Customer Engagement Manager is responsible for delivering exceptional customer experiences through seamless virtual engagement and contract fulfillment for SAP Cloud customers. This role focuses on SAP S/4HANA, Private Cloud Edition deliverables, ensuring timely sales-to-delivery handovers and customer onboarding.

Key Responsibilities:

  • Drive sales-to-delivery handovers and customer onboarding, covering technical and project aspects.
  • Support ticket handling, bridging customer queries and requirements from technical operations teams.
  • Ensure periodic service reviews to track service quality across customers.
  • Orchestrate overall service delivery according to agreed SLAs and KPIs.
  • Support customers on technical queries and requirements throughout their lifecycle.
  • Proactively monitor, handle, and resolve customer tickets with regular and transparent communication.
  • Support de-escalations of critical customer situations and 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 and commercial change requests.
  • Contribute to liaison with different SAP stakeholders, ensuring customer success.

About You:

We're looking for an engineering graduate with 3+ years of work experience as a SAP technical consultant in a customer-facing/supporting role. You should have strong knowledge of SAP Basis, SAP ERP modules, and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, and Oracle.

What We Offer:

Join a collaborative and 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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