Digital Customer Engagement Manager
Há 1 mês
About the Role
SAP is seeking a skilled Digital Customer Engagement Manager to oversee the customer lifecycle from contract signing to renewal support. This role is responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, focusing on SAP S/4HANA, private cloud edition deliverables.
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
• Executes technical feasibility studies/solution reviews (if applicable)
• Contributes to customer release and maintenance activities
• Supports customers on technical requirements throughout their lifecycle
• Executes and supports problem management and continuous improvement
• Reviews SLA service credit cases
• Supports commercial change requests
• Contributes to liaising with different SAP stakeholders to ensure customer success
• Supports in reviewing account status and analyzing if account needs to be transitioned to another team
Requirements
• Experience as SAP technical consultant in customer-facing role (consulting, IT support, IT services, etc.)
• Hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers
• Excellent customer focus, networking, relationship building, results-driven, self-organized, decision making
• Deliver effective customer communication using digital mediums
• Strong knowledge of IT Service Management, SAP Basis, and SAP Application
• Good understanding of Enterprise Cloud Services operations infrastructure, processes, and automation tools 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
• Advanced/fluent English proficiency (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. SAP has evolved to become a market leader in end-to-end business application software and related services. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused. 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.
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