Digital Customer Engagement Manager

Há 1 mês

São Paulo, São Paulo, Brasil SAP Tempo inteiro

About the Role

The SAP Enterprise Cloud Services organization is a business unit responsible for providing cloud-hosted infrastructure and application management services to SAP customers worldwide. As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center (PC3) is a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers.

We are looking for a Digital Customer Engagement Manager to oversee the customer lifecycle from contract signing to renewal support. The successful candidate will maintain customer satisfaction through issue mitigation and escalation management, and help customers maximize the value of their partnership with SAP.

Key Responsibilities

  • Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiate digital service kickoffs for customers
  • Contribute to onboarding/transitioning customers to ECS
  • Support de-escalations of critical customer situations
  • Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams, and SAP Product Support, as applicable
  • Execute technical feasibility studies/solution reviews (if applicable)
  • 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, esp. Virtual customer success partner involved in the accounts, to ensure customer success
  • Support reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account over time

Requirements

  • Engineering graduate with work experience as SAP technical consultant in customer-facing role (consulting, IT support, IT services, etc.)
  • Excellent customer focus/networking/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 ECS 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

About SAP

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

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.

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