Digital Engagement Leader
hace 22 horas
**About Us**
SAP SE is a market leader in end-to-end business application software and related services. With over 200 million users worldwide, we are purpose-driven and future-focused, committed to personal development and team collaboration.
**Our Mission**
We empower our customers to innovate and grow by providing real-time cloud platform operation, infrastructure, and managed services at reduced cost and risk. Our mission is to help customers adopt the S/4H Private Cloud solution seamlessly and effectively using standardized and automated delivery approaches.
**Job Description**
As a Digital Customer Engagement Manager, you will be responsible for delivering end-to-end virtual customer engagement and contractual agreement services for SAP Cloud Customers. You will work closely with technical operations teams to support ticket handling, bridging customer queries, and ensuring service quality across multiple customers.
**Key Responsibilities**
* Drive sales to delivery handover and customer onboarding, covering technical and project aspects such as IP ranges, Load Balancer setup requirements, VPN networks, and more.
* Support ticket handling, addressing customer queries, and coordinating with technical operations teams.
* Ensure periodic service reviews to track service quality across various customers.
* Collaborate with cross-functional teams to deliver high-quality services and meet agreed SLAs and KPIs.
* Proactively monitor tickets, resolve issues, and communicate transparently with customers.
* Contribute to customer Go-Lives, Release Upgrade, and maintenance activities.
* Execute problem management and continuous improvement initiatives.
* Participate in customer satisfaction surveys and commercial change requests.
**Requirements**
* Engineering graduate with 3+ years of experience in SAP technical consulting, preferably in IT services or Cloud environment.
**Skills and Qualifications**
Strong knowledge of SAP Basis, SAP ERP modules, TSM, BODI application, DBs (HANA, ASE, Sybase, Oracle). Proficient in SAP Basis activities, technical support in Cloud environments, particularly with hyperscalers. Experience with OS/DB migration, SAP release upgrades, and infrastructure updates for cloud customers. Familiarity with infrastructure operations processes and escalation handling procedures.
**What We Offer**
At SAP SE, we value diversity and inclusion, offering a highly collaborative and caring team environment with opportunities for learning and development, recognition for individual contributions, and flexible working models. We strive to create an inclusive workplace where everyone can thrive and reach their full potential.
**Salary Range:** $80,000 - $110,000 per annum
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