Cloud Customer Engagement Manager

hace 1 semana


Ciudad de México, Ciudad de México SAP A tiempo completo

SAP Enterprise Cloud Services (ECS) is a business unit responsible for providing cloud-hosted infrastructure and application management services to SAP customers worldwide in a 24x7 operations model. Our portfolio of private cloud solutions transforms SAP products into solution-as-a-service on customers' preferred infrastructure, including Hyperscalers as one SAP.

We are seeking a highly skilled Cloud Customer Engagement Manager to join our team. As a key member of the ECS organization, you will be responsible for managing service delivery at scale for high-volume, private cloud customers.

Your primary objective will be to ensure effective customer communication using digital mediums to achieve high customer satisfaction. You will oversee the customer lifecycle from contract signing, focusing on customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support for a range of customers.

You will work closely with Project Leads (PL) and internal delivery teams to manage technical and engagement aspects during various phases of the customer lifecycle. This role also involves expert support in operations and facilitating the service lifecycle.

The ideal candidate should have an engineering background with minimum 6+ years of work experience as an SAP technical consultant, with 4+ years in customer-facing roles. Excellent customer focus, networking, relationship building, results-driven, self-organized, and decision-making skills are essential.

You should have 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 is mandatory. Good understanding of ECS's operations infrastructure, processes, and automation tools like SPC, TIC is a plus.

Average salary: $120,000 - $180,000 per year. Bonus structures may vary based on individual performance and company goals.



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