SAP Technical Customer Engagement Specialist

hace 1 día

Xico, México Sap Se A tiempo completo

Key Responsibilities:

As a Digital Customer Engagement Manager, you will be responsible for managing customer relationships and delivering contractual agreements and services for SAP Cloud Customers. You will oversee the customer lifecycle from contract signing to renewal, ensuring customer satisfaction through issue mitigation and escalation management. You will work closely with Project Leads and SAP Enterprise Cloud Services internal delivery teams to deliver committed scope of delivery throughout the customer engagement lifecycle.

Key Tasks:

  • Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services.
  • Initiate digital service kick offs for customers.
  • Contribute to onboarding/transitioning customers to ECS.
  • Support in de-escalations of critical customer situations.
  • Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams, and SAP Product Support as applicable.
  • Execute technical feasibility studies/solution reviews (if applicable).
  • Contribute to customer release and maintenance activities.
  • Support customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
  • Execute and support problem management and continuous improvement.
  • Review SLA service credit cases.
  • Support commercial change requests.
  • Contribute to liaison with different SAP stakeholders, especially Virtual Customer Success Partner involved in the accounts, to ensure customer success.
  • Support 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 over time.

Requirements:

Engineering graduate with a minimum 4+ years of work experience as an SAP technical consultant with 2+ years in a customer-facing role (consulting, IT support, IT services, etc.).

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 ECS 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. Technical and application expertise for different cloud solutions (min. HEC & S/4HANA). 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 a plus.

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