Cloud Solutions Manager

hace 23 horas

Ciudad de México, Ciudad de México SAP A tiempo completo

About the Job

We are seeking a highly skilled Cloud Solutions Manager to join our team at SAP Enterprise Cloud Services. As a key member of our organization, you will be responsible for managing customer relationships and delivering high-quality cloud solutions.

Job Description:

  • 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.

What You Bring

  • 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

Benefits

  • An estimated salary of $120,000 - $180,000 per year, depending on qualifications and experience
  • A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off
  • Opportunities for professional growth and development, including training and education assistance
  • A dynamic and supportive work environment, with a focus on collaboration and teamwork
  • Access to cutting-edge technology and innovative solutions

About SAP

SAP is a leading provider of enterprise software and services, helping organizations run better by providing business solutions that meet the needs of all industries and geographies. We are committed to innovation, quality, and customer satisfaction, and we offer a range of benefits and opportunities for our employees.

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