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Senior Digital Customer Engagement Manager
hace 2 meses
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 the 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 to ensure customer success.
We are looking for an 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 is required.
What We OfferWe 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.
