Digital Customer Experience Manager

hace 14 horas


Xico, México Sap Se A tiempo completo

SAP Enterprise Cloud Services (ECS) is a business unit within SAP that provides cloud-hosted infrastructure and application management services to customers worldwide.

The ECS organization is focused on delivering high-quality services to its customers, with a strong emphasis on customer satisfaction and success.

As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center (PC3) is a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers.

In this role, you will become part of a great team of technical and customer engagement professionals, where there are opportunities for growth and development.

About the Role

This position is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services.

The successful candidate will oversee the customer lifecycle from contract signing, including customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support.

The Digital Customer Engagement Manager (dCEM) will also maintain customer satisfaction through issue mitigation and escalation management, and help customers maximize the value of their partnership with SAP.

Key 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

Requirements

We are looking for an experienced professional with:

  • A degree in Engineering or related field, with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer-facing role (consulting, IT support, IT services, etc.)
  • 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 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

Benefits

SAP offers a competitive salary package, including:

  • Estimated salary: $120,000 - $180,000 per year
  • Benefits such as health insurance, retirement plan, and paid time off
  • Opportunities for career growth and professional development

About SAP

SAP is a leading enterprise software company that helps organizations run better by providing software solutions for business operations, analytics, and more.

We are proud to be an equal opportunity employer and value diversity and inclusion in our workplace.



  • Xico, México Shuttlerock Limited A tiempo completo

    About the RoleAs a Senior Digital Customer Experience Manager at Shuttlerock Limited, you will be responsible for ensuring customer success and growth through strategic account management.


  • Xico, México Ge Digital A tiempo completo

    About GE DigitalGE Digital is a leading provider of software solutions for the energy ecosystem, accelerating electrification and decarbonization across the industry. Our focus is on delivering software that improves efficiency, reduces emissions, and enables a more sustainable future.Job Title: Customer Success Manager - LeadThis role requires advanced...


  • Xico, México Citi A tiempo completo

    Job DescriptionWe are seeking a highly skilled Digital Customer Experience Manager to join our team at Citi. As a key member of our marketing department, you will be responsible for successfully connecting platforms to enhance our bank ecosystem.Your primary focus will be on designing life-cycle strategies and journeys for customers that drive the best...


  • Xico, México Apple A tiempo completo

    About the RoleAs a Digital Experience Manager at Apple, you will play a crucial role in driving performance of Apple products across our partners in Mexico. You will be responsible for implementing and monitoring the compliance of Apple's customer experience on eCommerce Retailers and Carriers in Mexico.Key ResponsibilitiesDrive performance of Apple products...


  • Xico, México Rocket International A tiempo completo

    **Role Overview:**Rocket International seeks a highly skilled Digital Customer Experience Manager to oversee the CRM system and drive strategic campaign initiatives.**Key Responsibilities:**Ensure data accuracy, integrity, and compliance within the CRM system, utilizing advanced segmentation techniques to create targeted campaigns based on demographics,...


  • Xico, México Capital One A tiempo completo

    About UsCapital One is a leading financial institution that aims to revolutionize the way people manage their money. We're committed to creating innovative and sustainable customer experiences through technology.Job SummaryWe're seeking a highly experienced Senior Digital Product Manager to lead our Customer Experience Innovation team. As a key member of our...


  • Xico, México Apple Inc. A tiempo completo

    About AppleThe people at Apple don't just build products – they revolutionize entire industries. Our diverse team and innovative ideas drive amazing technology and industry-leading environmental efforts. Join us and help leave the world better than we found it.We are seeking a motivated Digital Customer Experience Specialist to drive performance of Apple...


  • Xico, México Gigamon A tiempo completo

    About the RoleWe are seeking an experienced Customer Experience Manager to join our team at Gigamon. This is a key role that requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.Key ResponsibilitiesDevelop and maintain a deep understanding of customer needs and pain points to drive business growth...


  • Xico, México Citi A tiempo completo

    Citi is seeking a skilled Marketing Automation Specialist to join our team. The ideal candidate will have 5-8 years of experience in digital marketing and possess excellent communication and diplomacy skills.Key Responsibilities:Develop life-cycle strategies and journeys for customers to drive the best digital customer experienceOversee email marketing...


  • Xico, México Didi Global A tiempo completo

    Job SummaryWe are seeking a highly skilled Customer Experience Strategy Manager to join our team at Didi Global. The successful candidate will be responsible for defining and implementing CX strategies to drive business growth and customer satisfaction.Design and implement process improvements to enhance customer experience.Conduct deep dive analysis to...


  • Xico, México Qualtrics A tiempo completo

    About QualtricsWe create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. With over 18K clients globally, we're on a mission to bring humanity, connection, and empathy back to business.At Qualtrics, we're not just a platform - we're the creators and stewards of...


  • Xico, México Regus A tiempo completo

    **About Us**IWG, a leading provider of workspaces, is revolutionizing the way people and businesses work. With over 120 countries across the globe, we offer our customers flexibility and convenience.We are currently seeking a skilled Dynamic Customer Experience Manager to join our team in Mexico City. In this role, you will be responsible for providing...


  • Xico, México Ecovadis A tiempo completo

    **Job Overview**We are seeking a highly motivated Senior Account Manager to join our team at Ecovadis. In this role, you will be responsible for managing a portfolio of customer and partner relationships while maintaining a high level of satisfaction and engagement with our service and tools.About the Role:Liaise between customers and internal teams to...


  • Xico, México L'Oreal A tiempo completo

    OverviewL'Oréal is a true beauty powerhouse dedicated to providing the right product to the right consumer. We offer a vast portfolio of brands to meet every beauty need.We're searching for our next Customer Experience Manager - LATAM to join our team and drive business growth in the region.


  • Xico, México Emma – The Sleep Company A tiempo completo

    About Us:">At Emma – The Sleep Company, we are dedicated to providing our customers with the best experience before and after sales, converting them into ambassadors for our brand. We believe in the importance of a well-rested life and strive to create products that help our customers achieve this goal.Your Role:We are seeking an experienced Customer...


  • Xico, México Pepsico A tiempo completo

    Job SummaryWe are seeking a highly skilled Digital Experience Manager to join our team at PepsiCo. As a key member of our organization, you will be responsible for ensuring the optimal end-user product experience and resolving technical issues in a timely manner.


  • Xico, México Motorsport-Total Gmbh A tiempo completo

    Job Description:A Senior Specialist in Customer Experience at Motorsport-Total GmbH is responsible for designing and implementing customer experience solutions that drive business success. This role involves planning and managing different experience solutions to enhance customer service and support.Responsibilities:Develop and execute customer approach...

  • Senior Operations Manager

    hace 3 semanas


    Xico, México Lyft A tiempo completo

    At Lyft, we're committed to delivering exceptional customer experiences. To achieve this goal, we're seeking a skilled Senior Operations Manager - Customer Experience to lead our Support Escalations team.This is a challenging role that requires strong leadership skills, operational expertise, and a passion for delivering results. As a Senior Operations...


  • Xico, México American International Group A tiempo completo

    American International Group seeks a highly skilled customer service professional to join our team as a Global Customer Experience Manager.Responsibilities include handling incoming calls from clients, explaining policy benefits and making arrangements for emergency medical treatment, tracking delayed luggage and explaining the process for Trip Cancellation...


  • Xico, México Zendesk A tiempo completo

    Job SummaryZendesk is seeking a skilled CX Associate Manager to play a vital role in supporting our executive programs focused on the executive persona. This person will report to the Sr. Director of Customer Experience and be responsible for executing and delivering targeted executive events and programs.Key ResponsibilitiesMeeting coordination in Google...