Digital Customer Engagement Director
hace 3 días
Job Overview
SAP SE, a leader in enterprise software solutions, is seeking an experienced Digital Customer Engagement Manager to join our team. This role is responsible for ensuring seamless customer engagement and delivery of contractual agreements for SAP Cloud customers.
About the Role
This position oversees the customer lifecycle from contract signing to renewal support, maintaining high levels of customer satisfaction through issue mitigation and escalation management. The ideal candidate will combine technical expertise with business acumen to drive process improvements and ensure successful customer partnerships.
Key Responsibilities
- Support sales-to-delivery handovers and customer onboarding
- Initiate digital service kickoffs for customers
- Contribute to customer onboarding/transitioning to ECS
- Support 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
- Review SLA service credit cases
- Support commercial change requests
- Contribute to liaison with different SAP stakeholders to ensure customer success
- Support account status reviews and analyze if accounts need to be transitioned to another team based on growth or complexity over time
Requirements
This role requires:
- An engineering graduate with 8+ years of work experience as a SAP technical consultant, with 4+ years in a customer-facing role
- 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
- A good understanding of ECS operations infrastructure, processes, and automation tools like SPC, TIC, etc.
- Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals, Cloud architecture, and IT technical infrastructure
- Technical and application expertise for different cloud solutions, including HEC and S/4HANA
- Understanding of escalation handling and procedures
- Experience working with cross-cultural and cross-functional teams or individuals
- Proficiency in English (written and verbal), with additional local languages a plus
Salary Information
The estimated salary range for this position is $120,000 - $180,000 per annum, depending on location and experience.
About SAP SE
SAP SE is a global leader in enterprise software solutions, helping organizations run at their best. We have a strong commitment to innovation, diversity, and inclusion, and offer a dynamic and supportive work environment. As a valued member of our team, you will have opportunities for professional growth and development, and contribute to shaping the future of business technology.
Benefits
- Ongoing training and development opportunities
- Collaborative and dynamic work environment
- Competitive salary and benefits package
- Opportunities for career advancement and growth
- Diversity and inclusion initiatives
How to Apply
If you are a motivated and experienced professional looking for a challenging and rewarding opportunity, please submit your application, including your resume and cover letter, to [Application Portal].
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