Basis Customer Engagement Manager
hace 7 meses
**We help the world run better**
As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is an organization dedicated to managing service delivery at scale for high-volume, private cloud customers.
Because we are at the heart of the SAP strategy, our business unit is growing rapidly. In order to facilitate that growth, we are looking for people with diverse technical and customer engagement backgrounds to join our Centers of Expertise around the world. You will become part of a great team of smart technical and customer engagement professionals, where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.
**The Role**
The digital Customer Engagement Manager (dCEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
The dCEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers. The dCEM is also expected to maintain customer satisfaction through issue mitigation and escalation management, and helping customers maximize the value of their partnership with SAP. The dCEM manages a variety of technical and engagement aspects during the various phases of a range of customer’s lifecycle. They will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle.
**Key tasks comprise the following**:
- Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
- Initiates digital service kick off for customers
- Contributes to onboarding/transitioning customers to ECS
- Supports in de-escalations of critical customer situations
- Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
- Executes technical feasibility studies / solution reviews (if applicable)
- Contributes to customer release and maintenance activities
- Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
- Executes and supports problem management and continuous improvement
- Support customer satisfaction surveys
- Reviews SLA service credit cases
- Supports commercial change requests
- Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
- Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.
**Role Requirements**
- Engineering graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer facing role (consulting, IT support, IT services etc.)
- Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
- Individual in this role is expected to deliver ‘Effective customer communication’ using digital mediums to achieve high customer satisfaction. Strong knowledge of IT Service Management, SAP Basis and SAP Application
- Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
- Good understanding of ECSs operations infrastructure, processes and automation tools like SPC, TIC etc. is a plus
- Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus
- Cloud architecture and IT technical infrastructure know-how
- Understanding of escalation handling and procedures
- Experience in working with cross-cultural and cross-functional teams or individuals
- Proficiency in English (Written and verbal), additional (local) languages are plus
**We build breakthroughs together**
**We win with inclusion**
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, ge
-
Engagement Manager
hace 7 meses
Ciudad de México TechCoreGlobal A tiempo completo**Job Title**:Engagement Manager **Job Location**:CDMX, Mexico **We need a strong technical engagement manager with experience in IPTV and OTT to be involve in the project locally at the earliest.** - Well versed with customer relationship, account farming & Mining; - Techno Functional & Commercial Experience; - Telecom, OTT & OSS/BSS, Media & Video...
-
Engagement Manager
hace 6 días
Ciudad de México Hewlett Packard Enterprise A tiempo completo**Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.** **We’re solving the world’s most complex challenges, and our people are at the forefront of progress. In a Sales role at HPE, you’ll play a part in...
-
Engagement Manager
hace 7 meses
Ciudad de México Salesforce A tiempo completoJob Category Customer Success Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...
-
Engagement Manager
hace 7 meses
Ciudad de México Salesforce A tiempo completoJob Category Customer Success Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...
-
Enterprise SAP Basis Manager
hace 1 mes
Ciudad de México, Ciudad de México Cognizant A tiempo completoJob SummaryWe are seeking a highly skilled Enterprise SAP Basis Manager to join our team at Cognizant. In this role, you will be responsible for leading and managing the delivery of SAP Basis services to our clients.About UsCognizant is one of the largest and fastest-growing IT services providers worldwide. We offer a dynamic and inclusive work environment...
-
SAP Basis Manager
hace 2 meses
Ciudad de México, CDMX Cognizant A tiempo completo**We’re hiring!** At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives...
-
Customer Success Manager
hace 2 semanas
Ciudad de México Construction Clerk A tiempo completo**Customer Success Manager (Fully Remote)** **Location**: Fully Remote **Experience Required**: 3-5 years in a Customer Success or related role Are you passionate about driving **customer success** and building strong relationships? Do you have a knack for streamlining processes, engaging clients, and delivering measurable results? If so, **SafetyClerk**...
-
Ciudad de México SAP A tiempo completo**We help the world run better** Customer Support Desk Digital Customer Engagement associate - SAP Enterprise Cloud Services Private Cloud Customer Center (PC3) **ABOUT SAP** SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive...
-
Customer Engagement Coordinator
hace 10 horas
Ciudad del Carmen, México Schlumberger A tiempo completo**Customer Engagement Coordinator** **Ciudad del Carmen, Campeche, Mexico** The Customer Engagement Coordinator is responsible for acting as the customer point-of-contact for Product Line operations, providing superior levels of support throughout the service delivery process, driving contract revenue, profitability and receivable management. The Customer...
-
Digital Customer Engagement Manager
hace 6 meses
Ciudad de México Amgen A tiempo completo**HOW MIGHT YOU DEFY IMAGINATION?**: If you feel like you’re part of something bigger, it’s because you are. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing, and delivering...
-
Manager People Engagement
hace 3 semanas
Ciudad de México Philip Morris International A tiempo completo**People Engagement Manager**: - Location: Mexico City_ - Relocation support is / is not available for this job_ At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on and building our future on one clear purpose - to deliver a smoke-free future. With huge change, comes huge opportunity. So,...
-
Executive Engagement Manager, Engagement Latam
hace 3 meses
Ciudad de México, CDMX Amazon Web Services Mexico S. de R.L. de C.V. A tiempo completo3+ years of business development, partnership management, or sourcing new business experience - 3+ years of developing, negotiating and executing business agreements experience - Bachelor's degree - Experience with sales CRM tools such as Salesforce or similar software - Experience in setting up and managing a sales pipeline An Executive Engagement Manager...
-
Consultor Customer Engagement CRM Microsoft
hace 5 meses
Ciudad de México, CDMX GCG A tiempo completoConsultor en Dynamics 365 Customer Engagement **Ubicación**:Polanco, Esquema Hibrido. **Tipo de Contrato**:Tiempo completo **Descripción de la Empresa**:GCG, un reconocido partner de Microsoft en Ciudad de México, busca fortalecer su equipo con un profesional experto en Dynamics 365 Customer Engagement. Nuestra empresa se destaca por fomentar la...
-
Employee Engagement Manager
hace 1 semana
Ciudad de México Ericsson A tiempo completo**About this opportunity**: Are you passionate about employee engagement? Are you full of ideas about how to help people connect with the things that matter and to get the most from their time at work? Can you turn employee engagement into employee advocacy? If so, read on! We’ve got an exciting chance to create a real difference to employee engagement and...
-
Administrador de Proyecto Customer Engagement CRM
hace 4 meses
Ciudad de México, CDMX GCG A tiempo completo**Administrador de Proyecto Customer Engagement** **Descripción del Puesto**: **Responsabilidades Principales**: - Gestionar y coordinar proyectos de Customer Engagement, asegurando que se cumplan los plazos y que los recursos se utilicen de manera efectiva. - Colaborar estrechamente con diferentes áreas de la empresa, incluyendo Ventas, Consultoria y...
-
Customer Success Manager
hace 1 semana
Ciudad de México Teradata A tiempo completoAre you passionate about making organizations smarter and analytics driven? With all the investments made in analytics, it’s time to stop buying into partial solutions that overpromise and underdeliver. It’s time to move from a siloed, proprietary, and retrospective approach to a unified, available, and answer-oriented model. Only Teradata leverages all...
-
Engagement Manager
hace 6 meses
México Capgemini A tiempo completo**RRHH**: Escarleth De Anda **Puesto**: Engagement Manager **Nível de experiência**: Senior **Nível de educación**: Educación Superior **Ubicación**: México **Indutria - Sector: MALS** **Conocimientos y experiência necesaria**: - Gestionar la relación con los clientes actuando como su principal punto de contacto con la empresa y asegurando...
-
Customer Support Operations Manager
hace 2 meses
Ciudad de México, Ciudad de México Ki Industries A tiempo completoAbout Ki Industries Inc.We are seeking a highly skilled Customer Support Operations Manager to join our team at Ki Industries Inc. This is an exceptional opportunity for a motivated professional to play a crucial role in providing exceptional service to our existing customer base.The estimated salary for this position is $60,000 - $80,000 per year, depending...
-
Customer Project Manager
hace 4 días
Ciudad de México Ericsson A tiempo completo**Customer Project Manager** The Project Manager Role (software) purpose is to manage end-to-end internal IT projects. Secure project scope, time and budget agreement with the internal customer and drive project execution to support Service Delivery Application and Platforms (SD A&P)’s IT Infrastructure to provide IaaS/PaaS services The role demands...
-
Senior SAP Basis Technical Lead
hace 1 mes
Ciudad de México, Ciudad de México Cognizant A tiempo completoWe're looking for a seasoned professional to join our team as a Senior SAP Basis Technical Lead.Cognizant is one of the largest and fastest growing IT services providers worldwide, offering a Great Place To Work where we value diverse perspectives and provide career growth opportunities.Job DescriptionAs a Senior SAP Basis Technical Lead, you will be...