Csd Digital Customer Engagement Manager
hace 3 semanas
**We help the world run better**Summary & Role Information- Facilitate a call (schedule an expert/dCEM reaching out to the customer via the shared mailbox) between a dCEM and a customer working on an existing case to answer any open questions/technical discussions/troubleshooting existing issues. For other cases guide customers how to schedule an expert with a dCEM- Access SPC to provide the customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the SPC ticket to follow up with the processor in alignment with the customer’s request- Guide customers when to create service requests and ASRs where applicable and incidents when appropriate. Advise customers on SR/ASR/Incident priority validating business justification. With ASRs, be able to support customer queries on lead time.- Upgrade/downgrade ticket priority within BCP for incidents aligned with business justification- Answer customer queries on the Roles and Responsibilities excel- For PC3, monitor casey for unassigned cases - dispatch cases to regional CoEs, monitor cases for aging.- No functional/technical consultingExpertise / Role requirementGeneral skills- Strong communication skills, ability to de-escalate, patience- Strong English skills and business acumen, local language proficiency are a plus- Proficient aptitude in techno/functional (first line) support, preferably in SAP shops- Willingness to work on weekends/ within a shift schedule- Junior/Medior level, 2-4 years (comparable with the dCEM Assoc./ light profile)ŸMust-haves- Passionate about providing a delightful customer experience- Basis, SAP S/4HANA- Ability and willingness to learn fast and adopt to change quickly- Ability to consume and digest and analysis from multiple systems of record- Ability to quick analyze complex situations and find potential solutions/ next steps- People-orchestration and coordination (pulling in the right experts at the right time, navigating the back-end support org)ŸGood-to-haves- Good foundational knowledge of and an interest in cloud technologies (hyperscalers),- BTP/SCP, Ariba- Experience with guided trouble-shooting**We build breakthroughs together****We win with inclusion**SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.Requisition ID: | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
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Technical Digital Customer Engagement Manager
hace 1 semana
Ciudad de México SAP A tiempo completo**We help the world run better** 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...
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Digital Customer Engagement Manager
hace 1 semana
Ciudad de México Amgen A tiempo completo**HOW MIGHT YOU DEFY IMAGINATION?**:If you feel like you’re part of something bigger, it’s because you are. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing, and delivering...
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Technical Digital Customer Engagement Manager
hace 4 semanas
Ciudad de México SAP A tiempo completo**We help the world run better**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...
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Basis Customer Engagement Manager
hace 6 días
Ciudad de México SAP A tiempo completo**We help the world run better** 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...
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Digital Customer Success Program Manager
hace 3 semanas
Ciudad de México BMC Software A tiempo completoCountry- Mexico- State- NA- Date Published- 21-Aug-2025- Job ID- 45559- Travel- You may occasionally be required to travel for business- This role can be based remotely in Mexico- Looking for details about our benefits?Description and Requirements"At BMC trust is not just a word - it's a way of life!"- We are an award-winning, equal opportunity, culturally...
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Engagement Manager
hace 6 días
Ciudad de México Galactic Holdings A tiempo completo**Descripción**: **The Company** Galactic Holdings is a project that started in 2019, oriented to the Latin American market. We are building a new type of digital financial ecosystem which includes a wallet (TruBit), a cryptocurrency exchange (TruBit Pro) and a stablecoin (Moneta Digital). With subsidiaries in Mexico, Argentina, Brazil, and Colombia,...
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Engagement Manager
hace 4 días
Ciudad de México Galactic Holdings A tiempo completo**Descripción**:**The Company**Galactic Holdings is a project that started in 2019, oriented to the Latin American market. We are building a new type of digital financial ecosystem which includes a wallet (TruBit), a cryptocurrency exchange (TruBit Pro) and a stablecoin (Moneta Digital).With subsidiaries in Mexico, Argentina, Brazil, and Colombia, TruBit is...
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Digital Customer Success Manager
hace 4 semanas
Ciudad de México Zendesk A tiempo completo**Overview****Key Responsibilities**:- Develop, deliver, and facilitate high-quality digital content including webinars, video tutorials, virtual training sessions, and asynchronous engagement formats.- Collaborate with Program Managers and content teams to align delivery with program goals and customer needs.- Host live webinars and virtual sessions,...
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Digital Customer Success Manager
hace 2 días
Ciudad de México Zendesk A tiempo completo**Overview** **Key Responsibilities**: - Develop, deliver, and facilitate high-quality digital content including webinars, video tutorials, virtual training sessions, and asynchronous engagement formats. - Collaborate with Program Managers and content teams to align delivery with program goals and customer needs. - Host live webinars and virtual sessions,...
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Engagement Manager
hace 3 semanas
Ciudad de México Salesforce A tiempo completoJob CategoryCustomer SuccessJob Details**About Salesforce**We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...
