Cloud Customer Engagement Professional

hace 4 días

Ciudad de México, Ciudad de México SAP A tiempo completo
About SAP

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.

As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves.

The Role

The Digital Customer Engagement Manager 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.

This role 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.

  • 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.
Requirements
  • Engineering graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer facing role
  • 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 ECS's 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 plus
About This Opportunity

We are looking for an experienced Digital Customer Engagement Manager to join our team at SAP. The ideal candidate will have a strong background in customer-facing roles, excellent communication skills, and a deep understanding of IT service management and SAP applications.

This role offers a unique opportunity to work with a diverse range of customers, drive customer satisfaction, and contribute to the growth and success of SAP's Enterprise Cloud Services business unit.

What You'll Enjoy

This role offers a competitive salary and benefits package, including:

  • $120,000 - $150,000 per year, depending on experience
  • A comprehensive health insurance package
  • Generous paid time off and holidays
  • Ongoing training and professional development opportunities
  • A dynamic and supportive work environment

SAP is an equal opportunity employer and welcomes applications from qualified candidates regardless of their background, culture, or identity.

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