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Digital Customer Engagement Manager

hace 2 meses

Xico, México Sap A tiempo completo
About the Role

The Digital Customer Engagement Manager is a key position within the SAP Enterprise Cloud Services organization, responsible for delivering exceptional customer experiences and ensuring seamless service delivery to SAP Cloud Customers.

Key Responsibilities
  • Oversee the customer lifecycle from contract signing to renewal, ensuring timely and effective onboarding, service delivery, and issue resolution.
  • Collaborate with cross-functional teams to develop and implement customer engagement strategies, driving customer satisfaction and loyalty.
  • Manage technical and engagement aspects of customer relationships, including project initiation, change management, and escalation procedures.
  • Provide expert support in operations, facilitating the service lifecycle and ensuring compliance with SAP's service management processes.
  • Contribute to the development of customer release and maintenance activities, ensuring timely and effective delivery of services.
  • Support customers in technical requirements throughout their lifecycle, within the SAP Enterprise Cloud Services scope of engagement.
  • Execute and support problem management and continuous improvement initiatives, driving process enhancements and customer satisfaction.
  • Review SLA service credit cases and support commercial change requests, ensuring timely and effective resolution.
  • Liaise with SAP stakeholders, including Virtual Customer Success Partners, to ensure customer success and satisfaction.
Requirements
  • Engineering graduate with a minimum of 4+ years of work experience as an SAP technical consultant, with 2+ years in a 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's operations infrastructure, processes, and automation tools, such as SPC and TIC.
  • Knowledge of Project Management Fundamentals, ITIL, and Lean Fundamentals is a plus.
  • Cloud architecture and IT technical infrastructure know-how.
  • 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.