Digital Customer Engagement and Delivery Expert

hace 5 días


Xico, México Sap A tiempo completo
About Us

SAP is a market leader in end-to-end business application software and related services, empowering four hundred thousand customers worldwide to work together more efficiently and use business insight more effectively.

Our Culture

We are a purpose-driven and future-focused company with a highly collaborative team ethic and commitment to personal development. Our culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best.

The Role

As a Digital Customer Engagement Manager, you will oversee the customer lifecycle from contract signing to renewal support, maintaining customer satisfaction through issue mitigation and escalation management. You will work in seamless collaboration with Project Leads and internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle.

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
  • 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
  • Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
Requirements

We are looking for an Engineering graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer-facing role. You must have excellent customer focus, networking, relationship building, results-driven, self-organized, and decision-making skills. A strong knowledge of IT Service Management, SAP Basis, and SAP Application is required. Experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers is also necessary.

Benefits

At SAP, you will receive a competitive salary of $120,000 - $180,000 per year, depending on your qualifications and experience. You will also enjoy a comprehensive benefits package, including health insurance, retirement plan, and paid time off. Additionally, you will have opportunities for professional growth and development, as well as a chance to work with a diverse and inclusive team.

Location

This role is based in Mexico City or Monterrey, Mexico. The successful candidate may be required to travel up to 10% of the time.



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