Digital Customer Engagement Manager-
hace 3 semanas
We help the world run better
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now
#SAPECSCareers
The SAP Enterprise Cloud Services (ECS) organization is a business unit responsible for providing cloud hosted infrastructure and application management services to SAP customers around the world in a 24x7 operations model. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.
As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is an organization dedicated to managing service delivery at scale for high-volume, private cloud customers.
Because we are at the heart of the SAP strategy, our business unit is growing rapidly. In order to facilitate that growth, we are looking for people with diverse technical and customer engagement backgrounds to join our Centers of Expertise around the world. You will become part of a great team of smart technical and customer engagement professionals, where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.
Location
Hybrid Role for Mexico City Office
The Role
The Digital Customer Engagement Manager (dCEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
The dCEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers. The dCEM is also expected to maintain customer satisfaction through issue mitigation and escalation management, and helping customers maximize the value of their partnership with SAP. The dCEM manages a variety of technical and engagement aspects during the various phases of a range of customer’s lifecycle. They will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle.
Key tasks comprise the following:
Role 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.) Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making Individual in this role is expected to deliver ‘Effective customer communication’ using digital mediums to achieve high customer satisfaction. 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 ECSs 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-
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