Digital Customer Engagement Manager

hace 2 semanas

Ciudad de México, Ciudad de 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
  • Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiate digital service kick off 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
  • 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 is a leading provider of enterprise software solutions, helping organizations run better and achieve their goals. Our company culture is focused on collaboration, innovation, and customer satisfaction. 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.

We are committed to creating a workplace that is inclusive, diverse, and equitable, where everyone can bring out their best. We believe that our employees are our greatest asset, and we invest in their growth and development to ensure they have the skills and knowledge needed to succeed in their roles.

At SAP, we are passionate about making a positive impact on the world. We believe that technology has the power to transform lives and drive positive change, and we are committed to using our expertise and resources to make a difference.

We are proud to be an equal opportunity employer and are committed to diversity, equity, and inclusion. We welcome applications from qualified candidates from all backgrounds and perspectives.

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