Digital Customer Engagement Manager

hace 7 días

Cuauhtémoc, México SAP A tiempo completo

Requisition ID: 408008
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Oliver Arévalo
Recruiter Name: Michelle Czechowski
Additional Locations:
**ABOUT THE TEAM**

As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, 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.

**ABOUT 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 8+ years of work experience as SAP technical consultant with 4+ 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

SAPECSCareers

**#SAPECSCareers**

SAPMonterreyLabsCareers

**Summary & Role Information**:
The charter of ECS Private Cloud Customer Center is to ensure seamless adoption of RISE with SAP S/4HANA Cloud, Private Edition solution by customers through a modern digital Engagement Delivery model. The dCEM role of this unit will ensure excellent process setup and business setup for our Global Unit. This digital unit shall ensure innovative and standardized approaches towards managed se

  • Digital Customer Engagement Manager

    hace 7 días

    Cuauhtémoc, México SAP A tiempo completo

    Requisition ID: 408017 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Career Level: T2 Hiring Manager: Oliver Arévalo Recruiter Name: Michelle Czechowski Additional Locations: **ABOUT THE TEAM** As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3,...

  • Digital Customer Engagement Manager

    hace 3 días

    Cuauhtémoc, México SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Digital Customer Engagement Manager

    hace 1 mes

    06500, Cuauhtémoc, CDMX, México SAP A tiempo completo

    Requisition ID: 408008 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Career Level: T3 Hiring Manager: Oliver Arévalo Recruiter Name: Michelle Czechowski Additional Locations: **ABOUT THE TEAM** As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3,...

  • Digital Customer Engagement Manager

    hace 1 mes

    06500, Cuauhtémoc, CDMX, México SAP A tiempo completo

    Requisition ID: 408017 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Career Level: T2 Hiring Manager: Oliver Arévalo Recruiter Name: Michelle Czechowski Additional Locations: **ABOUT THE TEAM** As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3,...

  • Senior Digital Customer Engagement Manager

    hace 2 meses

    06500, Cuauhtémoc, CDMX, México SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Digital Customer Engagement Manager

    hace 4 meses

    06500, Cuauhtémoc, CDMX, México SAP A tiempo completo

    **We help the world run better** **ABOUT THE TEAM** As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers. Because we are at the heart of the SAP strategy, our business unit is growing...

  • SAP Technical Basis Customer Engagement

    hace 2 meses

    06500, Cuauhtémoc, CDMX, México SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • SAP Basis Technical Customer Engagement

    hace 4 semanas

    06500, Cuauhtémoc, CDMX, México SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Technical Digital Consultant- SAP Basis

    hace 7 días

    Cuauhtémoc, México SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Technical Digital Consultant- SAP Basis

    hace 2 meses

    06500, Cuauhtémoc, CDMX, México SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Community Manager

    hace 3 meses

    Cuauhtémoc, CDMX, México HEAL A tiempo completo

    Nuestras marcas forman una cadena de alianzas a través de la cual logramos satisfacer los requerimientos más exigentes de la industria, las mismas que nos han permitido formar relaciones comerciales. Busca: **"* **COMMUNITY MANAGER**”** Región: Cuauhtémoc, CDMX. **Requisitos**: - Escolaridad: Lic. Marketing, Comunicólogo o a fin (Titulo y...

  • Customer Experience

    hace 1 semana

    Cuauhtémoc, México HSBC A tiempo completo

    Job description**Role Purpose**: - Responsible to cover the process related to Customer Experience in FCCS (Fraud Credit Control Services) as People & Engagement, Global Projects, Collections Back Office Processes and Pre - Legal process. - Manage the team that works for different activities to control de FTEs and the direct cost that it represents,...

  • Technical Quality Manager Early Talent

    hace 4 meses

    06500, Cuauhtémoc, CDMX, México SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Community Manager

    hace 2 semanas

    Cuauhtémoc, México vmtop.mx A tiempo completo

    VMTOP Somos una empresa líder en tecnología con la misión de satisfacer al cliente y llegar a todos los lugares del mundo hoy te estamos buscando y tenemos una oportunidad para que formes parte de nuestro equipo mandando whats al 5544691592 COMMUNITY MANAGER Plataformas de publicidad: - Experiência en crear y gestionar campañas de pago en...

  • Solution Customer Success Manager

    hace 1 mes

    06500, Cuauhtémoc, CDMX, México SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Líder de Gestión de Plataformas Digitales

    hace 2 meses

    Cuauhtémoc, CDMX, México Mr SmartSourcing A tiempo completo

    ¡Únete a Nuestro Equipo como Líder de Gestión de Plataformas Digitales! ¿Apasionado por la tecnología y la experiência de usuario? Buscamos un Líder de Gestión de Plataformas Digitales que asegure que nuestras plataformas web y aplicaciones móviles se mantengan a la vanguardia, alineadas con nuestras estrategias de marketing y los objetivos de...

  • Marketing Digital

    hace 3 meses

    Cuauhtémoc, CDMX, México SILCA CONSULTORES A tiempo completo

    **Vacante para la empresa SILCA CONSULTORES en Cerca De Metro Balderas -Cuauhtémoc, Ciudad de México**: Actualmente nos encontramos en búsqueda de nuestro colaborador para **marketing digital**. **Requisitos**: - Cámara fotográfica y de video (indispensable) - Manejo de paquetería abobe, Canva, CapCut - Herramientas para la grabación de video...

  • Community Manager

    hace 7 días

    Cuauhtémoc, México Especialistas contacto directo ECD, s.a. de c.v. A tiempo completo

    ECD, Especialistas Contacto Directo, solicita: **Community Manager** Somos una empresa de contacto omnicanal con más de 14 años de experiência, dedicada a elaborar campañas y estrategias integrales de Comunicación, Marketing Digital, Servicio al Cliente y Prospección Integral, integrando nuestra gran experiência en Contact Center con tácticas de...

  • Community Manager

    hace 3 meses

    Cuauhtémoc, CDMX, México SILCA CONSULTORES A tiempo completo

    **Vacante para la empresa SILCA CONSULTORES en Centro -Cuauhtémoc, Ciudad de México**: Actualmente nos encontramos en búsqueda de COMMUNITY MANAGER (MARKETING DIGITAL). OFRECEMOS: - Pago de $13.000 neto - Pagos quincenales - Prestaciones de ley desde el primer día **Requisitos**: - Lic. Comunicación o afín. - Manejo de: Photoshop, Premiere, Capcut,...

  • Community Manager

    hace 3 meses

    Cuauhtémoc, CDMX, México DISTRIBUIDORA LOS GALLOS A tiempo completo

    **Community Manager Wanted** DISTRIBUIDORA LOS GALLOS is seeking a dynamic and creative Community Manager to join our team.**Responsibilities**: 1. Develop and implement social media strategies to increase brand awareness and engagement. 2. Create and curate engaging content across all social media platforms. 3. Monitor, manage, and respond to user-generated...