Digital Customer Engagement Manager

hace 4 semanas


San Pedro Garza García, Nuevo León, México SAP A tiempo completo

About the Role:

The Digital Customer Engagement Manager is responsible for delivering end-to-end customer engagement and contractual agreement services for SAP Cloud Customers of SAP Enterprise Cloud Services. This role focuses 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 internal delivery teams for seamless service delivery.
  • Support sales to delivery handover and customer onboarding.
  • Initiate digital service kickoffs and contribute to onboarding/transitioning customers to ECS.
  • Support de-escalations of critical customer situations and execute technical feasibility studies/solution reviews.
  • Contribute to customer release and maintenance activities and support customers on technical requirements.
  • Execute and support problem management and continuous improvement.
  • Support customer satisfaction surveys and reviews SLA service credit cases.
  • Support commercial change requests and contribute to liaison with different SAP stakeholders.

Requirements:

  • Engineering or related fields graduate with minimum 4+ years of work experience as SAP technical consultant.
  • Excellent customer focus, networking, relationship building, results-driven, self-organized, and decision-making 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 cloud services operations infrastructure, processes, and automation tools.
  • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals, cloud architecture, and IT technical infrastructure.
  • Technical and application expertise for different cloud solutions, network, and infrastructure knowledge.
  • 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 a plus.

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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