Senior Digital Customer Engagement Manager

2 meses atrás

São Paulo, Brasil SAP Tempo inteiro

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

Please upload your CV in English. Only CVs in English will be assessed.

ABOUT THE TEAM

The SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud-hosted infrastructure and application management services to SAP customers around the world. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer’s preferred infrastructure. 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 (PC3) is dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers.

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 professionals, where there are great opportunities for growth and specialized development of your skills.

ABOUT THE ROLE

The digital Customer Engagement Manager (dCEM) is responsible for end-to-end customer engagement and delivery of contractual agreement and services for SAP Cloud Customers, 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, and change management. The dCEM is also expected to maintain customer satisfaction through issue mitigation and escalation management, helping customers maximize the value of their partnership with SAP.

Key tasks comprise the following:

  • Supports sales to delivery handover and customer onboarding
  • Initiates digital service kick-off for customers
  • Contributes to onboarding/transitioning customers to ECS
  • Supports in de-escalations of critical customer situations
  • Executes technical feasibility studies / solution reviews
  • Contributes to customer release and maintenance activities
  • Supports customers on technical requirements throughout their lifecycle
  • 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
  • Supports in reviewing account status and analyzing if account needs to be transitioned to another team.

Role Requirements

  • Engineering graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer facing role
  • Excellent customer focus, networking, and relationship building
  • Strong hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates
  • Strong knowledge of IT Service Management, SAP Basis, and SAP Application
  • Good understanding of ECS operations infrastructure, processes, and automation tools
  • 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
  • Understanding of escalation handling and procedures
  • Experience in working with cross-cultural and cross-functional teams
  • Proficiency in English (Written and verbal), additional languages are a plus

This is a Hybrid Model requisition - requiring 3 days a week in the office or with customers/partners.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 408004 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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