Digital Customer Engagement Manager

hace 1 semana

Ciudad de México, Ciudad de México SAP A tiempo completo

About the Role

The Digital Customer Engagement Manager is responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.

Key Responsibilities

  • Oversee the customer lifecycle from contract signing to renewal support
  • Maintain customer satisfaction through issue mitigation and escalation management
  • Collaborate with Project Leads and SAP Enterprise Cloud Services internal delivery teams
  • Support sales to delivery handover and customer onboarding
  • Initiate digital service kickoffs for customers
  • Contribute to onboarding and transitioning customers to ECS
  • Support de-escalations of critical customer situations
  • Execute technical feasibility studies and solution reviews
  • Contribute to customer release and maintenance activities
  • Support customers on technical requirements throughout their lifecycle
  • Execute and support problem management and continuous improvement
  • Support customer satisfaction surveys
  • Review SLA service credit cases
  • Support commercial change requests

Requirements

  • Engineering graduate with 4+ years of work experience as SAP technical consultant
  • Excellent customer focus, networking, and relationship building skills
  • 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 ECS operations infrastructure, processes, and automation tools
  • Knowledge of Project Management Fundamentals, ITIL, and Lean Fundamentals
  • Cloud architecture and IT technical infrastructure know-how
  • Technical and application expertise for different cloud solutions
  • Understanding of escalation handling and procedures
  • Experience in working with cross-cultural and cross-functional teams

About SAP

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.

We Win with Inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – 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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