Digital Customer Engagement Manager

hace 5 días

Ciudad de México, Ciudad de México SAP A tiempo completo
About the Role

We are seeking a highly skilled Digital Customer Engagement Manager to join our SAP Enterprise Cloud Services team. As a key member of our organization, you will be responsible for delivering exceptional customer experiences and ensuring seamless service delivery for our SAP Cloud customers.

Key Responsibilities
  • Oversee the customer lifecycle from contract signing to renewal, ensuring timely and effective service delivery.
  • Manage customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support.
  • Maintain customer satisfaction through issue mitigation and escalation management.
  • Collaborate with Project Leads and internal delivery teams to ensure committed scope of delivery throughout the customer engagement lifecycle.
  • Provide expert support in operations and facilitate the service lifecycle.
Requirements
  • Engineering graduate with minimum 7+ years of work experience as SAP technical consultant with 4+ years in customer-facing role.
  • 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 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 (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 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 are a cloud company with two hundred million users and more than one hundred thousand employees worldwide. We are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves.

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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