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Digital Customer Engagement Manager

hace 2 meses

Ciudad de México, Ciudad de México SAP 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 exceptional customer experiences and ensuring seamless service delivery for SAP Cloud customers.

This role oversees the entire customer lifecycle, from contract signing to renewal, and is responsible for maintaining high levels of customer satisfaction through effective issue mitigation and escalation management.

The Digital Customer Engagement Manager will work closely with cross-functional teams, including Project Leads and internal delivery teams, to ensure timely and successful delivery of contractual agreements and services.

Key Responsibilities
  • Supports sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiates digital service kickoffs for customers
  • Contributes to onboarding/transitioning customers to ECS
  • Supports 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
  • Supports customer satisfaction surveys
  • Reviews SLA service credit cases
  • Supports commercial change requests
  • Contributes to liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
  • Supports 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
Requirements
  • Engineering 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/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 ECS's 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)
  • 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
About SAP

SAP is a leading provider of enterprise software solutions, helping over 400,000 customers worldwide to work more efficiently and effectively. Our company culture is focused on innovation, collaboration, and customer satisfaction.

We offer a highly collaborative team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options for employees to choose from.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.