Digital Customer Engagement Manager

hace 1 mes

Xico, México Sap Se A tiempo completo
About the Role

The Digital Customer Engagement Manager is a key position within the SAP Enterprise Cloud Services organization, responsible for delivering end-to-end customer engagement and ensuring the successful implementation of contractual agreements and services for SAP Cloud Customers.

Key Responsibilities
  • Oversee the customer lifecycle from contract signing to renewal, including customer onboarding, continuous service delivery, and issue mitigation.
  • Collaborate with Project Leads and internal delivery teams to ensure seamless delivery of committed scope throughout the customer engagement lifecycle.
  • Support sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services.
  • Initiate digital service kick-offs for customers and contribute to onboarding/transitioning customers to ECS.
  • Support de-escalations of critical customer situations and execute technical feasibility studies/solution reviews as needed.
  • Contribute to customer release and maintenance activities and support customers on technical requirements throughout their lifecycle.
  • Review SLA service credit cases and support commercial change requests.
  • Liaise with different SAP stakeholders to ensure customer success and review account status for potential transitions to other teams.
Requirements

The ideal candidate will have a strong background in engineering or a related field, with a minimum of 4+ years of experience as an SAP technical consultant and 2+ years in a customer-facing role. They will possess excellent communication skills, knowledge of IT Service Management, SAP Basis, and SAP Applications, as well as hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers.

The candidate will also have a good understanding of cloud services operations infrastructure, processes, and automation tools, as well as knowledge of Project Management Fundamentals, ITIL, and Lean Fundamentals. Proficiency in English is required, with additional local languages a plus.

About SAP

SAP is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. With a highly collaborative team ethic and commitment to personal development, SAP helps ensure every challenge gets the solution it deserves.

We win with inclusion, focusing on health and well-being, and flexible working models to ensure everyone 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.

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