Senior Digital Customer Engagement Manager

hace 2 semanas

Barcelona, Barcelona, España Sap A tiempo completo
About the Role

We are seeking a highly skilled Senior Digital Customer Engagement Manager to join our team at SAP. As a key member of our customer success team, you will be responsible for delivering exceptional customer experiences and ensuring seamless adoption of our SAP S/4HANA Private Cloud Edition solution.

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 service quality across a range of customers.
  • Orchestrate overall service delivery according to agreed SLAs and KPIs.
  • Support customers on technical queries & requirements throughout their lifecycle.
  • 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 liaison with different SAP stakeholders to ensure customer success.
Requirements
  • Engineering graduate with 5+ 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.
  • Strong hands-on experience with SAP Basis activities, technical support in Cloud environments.
About SAP

SAP helps organizations run better by enabling them to design, engineer, and deliver innovative solutions that drive business value. Our company culture is focused on helping our 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 your individual contributions, and a variety of benefit options for you to choose from.

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