Senior Digital Customer Engagement Manager

Há 7 dias

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

The Digital Customer Engagement Manager is responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.

This role oversees the customer lifecycle from contract signing, including customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support for a range of customers. The Digital Customer Engagement Manager maintains customer satisfaction through issue mitigation and escalation management, and helps customers maximize the value of their partnership with SAP.

Key Responsibilities
  • 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
  • Reviews SLA service credit cases
  • Supports commercial change requests
  • Contributes to the liaison with different SAP stakeholders to ensure customer success
  • Supports in 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 minimum 4+ years of work experience as SAP technical consultant with 2+ years in a customer-facing role (consulting, IT support, IT services etc.)
  • 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, 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 a 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. At SAP, you can bring out your best.

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