Digital Customer Engagement Manager

hace 4 semanas

Barcelona, Barcelona, España SAP A tiempo completo

Job Summary

We are seeking a highly skilled Digital Customer Engagement Manager to join our SAP Enterprise Cloud Services team. As a key member of our team, you will be responsible for delivering exceptional customer experiences across the entire customer lifecycle.

Key Responsibilities

  • Drive sales to delivery handover and customer onboarding, covering all technical and project aspects.
  • Support tickets handling, bridging customer queries and requirements from technical operations team.
  • Ensure periodic service reviews to track the service quality across a range of customers.
  • Orchestrate the 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.
  • Proactive ticket monitoring, handling and issue resolution for customers with regular and transparent communication.
  • Support de-escalations of critical customer situations & 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 & 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.

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).
  • Database Administrator -> provides professional expertise and practical assistance in terms of database system management and IT data use in order for them to comply with the IT requirements at any time throughout lifecycle, pursuant to the defined quality criteria.
  • Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.
  • Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making skills.
  • Experienced in working with cross-cultural and cross-functional teams or individuals.

About Us

SAP is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. We help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Our company culture is focused on helping our employees enable innovation by building breakthroughs together.

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