Digital Customer Engagement Manager

hace 4 semanas


Xico, México Sap A tiempo completo
About the Role

We are seeking a highly skilled Digital Customer Engagement Manager to join our SAP Enterprise Cloud Services team. As a key member of our organization, you will be responsible for delivering exceptional customer experiences and ensuring seamless service delivery for our cloud customers.

Key Responsibilities
  • Oversee the customer lifecycle from contract signing to renewal, ensuring timely and effective service delivery.
  • Manage customer satisfaction through issue mitigation and escalation management, and help customers maximize the value of their partnership with SAP.
  • Collaborate with internal delivery teams and project leads to ensure successful customer onboarding and transition to our services.
  • Support sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services.
  • Contribute to onboarding/transitioning customers to ECS and support in de-escalations of critical customer situations.
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, and decision-making skills.
  • 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.
What We Offer

We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

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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