Digital Customer Engagement Manager

hace 4 semanas

San Pedro Garza García, Nuevo León, México SAP A tiempo completo

About the Role:

The Digital Customer Engagement Manager is responsible for delivering end-to-end customer engagement and contractual agreement services for SAP Cloud Customers of SAP Enterprise Cloud Services. This role focuses on SAP S/4HANA, private cloud edition deliverables, and oversees the customer lifecycle from contract signing to renewal support.

Key Responsibilities:

  • 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 or related fields 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 cloud services 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)
  • Network and infrastructure knowledge is a plus
  • 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 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. At SAP, you can bring out your best.

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.

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