
Senior Customer Experience Manager
Há 4 dias
We are seeking a Digital Engagement Manager to join our team. The successful candidate will be responsible for managing end-to-end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers.
The Digital Engagement Manager will oversee the customer lifecycle from contract signing, including customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support. They will also maintain customer satisfaction through issue mitigation and escalation management, and help 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
- 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
- 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 Enterprise Cloud Services operations infrastructure, processes, and automation tools like SPC, TIC etc. is a plus
- Cloud architecture and IT technical infrastructure know-how
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