Senior Digital Customer Engagement Manager

hace 7 días

Ciudad de México, Ciudad de México SAP A tiempo completo

About the Role:

The Digital Customer Engagement Manager will be 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:

  • Oversee the customer lifecycle from contract signing to renewal, including customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and issue mitigation.
  • Maintain customer satisfaction through effective communication, issue escalation management, and helping customers maximize the value of their partnership with SAP.
  • Collaborate with Project Leads and SAP Enterprise Cloud Services internal delivery teams to ensure seamless delivery throughout the customer engagement lifecycle.
  • Provide expert support in operations and facilitate the service lifecycle.

Requirements:

  • Engineering or related fields graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer-facing roles.
  • 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 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, including HEC and S/4HANA.
  • Network and infrastructure knowledge is a plus.
  • 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.

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