SAP Digital Customer Engagement Manager

hace 1 semana

Barcelona, Barcelona, España Sap Se A tiempo completo

About the Role

Digital Customer Engagement Manager is a critical position within SAP&'s Enterprise Cloud Services (ECS) that plays a vital role in ensuring seamless adoption of the S/4HANA Private Cloud solution by customers.

The ECS Shared Services unit is responsible for delivering managed services, focusing on scalability and resilience, to customers through a Shared Services model.

Key Responsibilities

  • Drive sales-to-delivery handover and customer onboarding, covering all technical and project aspects.
  • 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 and requirements throughout their lifecycle.
  • Proactively monitor and handle tickets, ensuring regular and transparent communication.
  • Support de-escalations of critical customer situations and review 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 and commercial change requests.
  • Collaborate with SAP stakeholders, including Sales, Presales, and Renewals teams, to ensure customer success.

Requirements

  • Engineering graduate with 3+ 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.
  • Hands-on experience with SAP Basis activities, technical support in Cloud environments, and hyperscalers.
  • Understanding of infrastructure operations and processes, as well as escalation handling and procedures.
  • Experience working with cross-cultural and cross-functional teams or individuals.

About SAP

SAP is a leading provider of enterprise application software, helping 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, with a strong commitment to inclusion, health and well-being, and flexible working models.

We are proud to be an equal opportunity workplace and provide accessibility accommodations to applicants with physical and/or mental disabilities.

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