Senior Digital Customer Engagement Manager

Há 24 horas

São Paulo, São Paulo, Brasil SAP Tempo inteiro
About the Role

The Digital Customer Engagement Manager is a key position within SAP's Enterprise Cloud Services organization, responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers.

This role oversees the customer lifecycle from contract signing to renewal, ensuring seamless customer onboarding, continuous service delivery, and issue mitigation. The Digital Customer Engagement Manager works closely with Project Leads and internal delivery teams to manage technical and engagement aspects throughout the customer engagement lifecycle.

Key Responsibilities
  • Support sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiate digital service kickoffs for customers
  • Contribute to onboarding and transitioning customers to ECS
  • Support de-escalations of critical customer situations
  • Support critical customer situations in conjunction with Major Incident Management, SAP Enterprise Cloud Services Customer Office teams, and SAP Product Support, as applicable
  • Execute technical feasibility studies and solution reviews, as needed
  • 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
  • Support customer satisfaction surveys
  • Review SLA service credit cases
  • Support commercial change requests
  • Contribute to liaison with different SAP stakeholders, including Virtual Customer Success Partners, to ensure customer success
  • Support reviewing account status and analyzing if accounts need to be transitioned to another team based on growth in volume or complexity over time
Requirements
  • Engineering graduate with a minimum of 4+ years of work experience as an SAP technical consultant with 2+ years in a customer-facing role (consulting, IT support, IT services, etc.)
  • Excellent customer focus, networking, relationship building, results-driven, self-organized, and decision-making skills
  • Strong hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers
  • 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
  • Good understanding of ECS operations infrastructure, processes, and automation tools like SPC and TIC, is a plus
  • Knowledge of Project Management Fundamentals, ITIL, and Lean Fundamentals is a plus
  • Cloud architecture and IT technical infrastructure know-how
  • Technical and application expertise for different cloud solutions, including HEC and S/4HANA
  • Understanding of escalation handling and procedures
  • Experience working with cross-cultural and cross-functional teams or individuals
  • Proficiency in English (written and verbal), with additional local languages a plus
About SAP

SAP is a global leader in enterprise software and software-related services. Our innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. We are a cloud company with 200 million users and over 100,000 employees worldwide, committed to personal development and a highly collaborative team ethic.

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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