Digital Customer Engagement Manager

hace 2 semanas

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

We are seeking a highly skilled 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 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, including Sales, Presales, Renewals teams, and Customer Success partners.
Requirements

We are 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, Oracle.

Strong hands-on experience with SAP Basis activities, technical support in Cloud environments is essential. You should be able to work in European time-zone and have excellent communication skills.

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