Technical Consultant

hace 1 semana

Xico, México Sap A tiempo completo

About the Role

As a Digital Customer Engagement Manager (dCEM) at SAP, you will be responsible for delivering end-to-end customer engagement and service delivery for SAP Cloud Customers. Your primary focus will be on SAP S/4HANA, private cloud edition deliverables, including customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support. You will also be responsible for maintaining customer satisfaction through issue mitigation and escalation management, and helping customers maximize the value of their partnership with SAP.

Key Responsibilities

  • Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiate digital service kick off for customers
  • Contribute to onboarding/transitioning customers to ECS
  • Support in de-escalations of critical customer situations
  • Execute technical feasibility studies/solution reviews (if applicable)
  • Contribute to customer release and maintenance activities
  • Support customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
  • Execute and support problem management and continuous improvement
  • Review SLA service credit cases
  • Contribute to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
  • Support 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 overtime.

Requirements

  • Engineering graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer-facing role (consulting, IT support, IT services etc.)
  • 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 like SPC, TIC etc. is a plus
  • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus
  • Cloud architecture and IT technical infrastructure know-how
  • 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 plus

About SAP

SAP is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As 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.

About Us

We believe in unleashing all talent and creating a better and more equitable world. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

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