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Digital Customer Engagement Manager
hace 2 meses
About the Team
The SAP Enterprise Cloud Services organization is a business unit responsible for providing cloud-hosted infrastructure and application management services to SAP customers worldwide in a 24x7 operations model.
About the Role
The Digital Customer Engagement Manager (dCEM) is responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
Key Responsibilities
- Supports sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services
- Initiates digital service kick-off for customers
- Contributes to onboarding/transitioning customers to ECS
- Supports in de-escalations of critical customer situations
- 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 the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
- Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account over time
Requirements
The ideal candidate will have a strong understanding of cloud-based services and customer engagement strategies. They will be able to work effectively in a fast-paced environment and have excellent communication and problem-solving skills.
