ECS Digital Customer Engagement Manager

1 dia atrás

São Paulo, São Paulo, Brasil SAP Tempo inteiro

Requisition ID:
Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Graduate
Employment Type: Regular Full Time
Career Level: T1
Hiring Manager: Samuel Rocha
Recruiter Name: Thais Nadim
Additional Locations:
ECS Digital Customer Engagement Manager (dCEM)
About The Team
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 a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, 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.
About 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

Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services Initiates digital service kick off for customers Contributes to onboarding/transitioning customers to ECS Supports in de-escalations of critical customer situations Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable Executes technical feasibility studies / solution reviews (if applicable) Contributes to customer release and maintenance activities Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement Executes and supports problem management and continuous improvement Support customer satisfaction surveys Reviews SLA service credit cases Supports commercial change requests Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success Supports in reviewing

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