Job Description
SAP Digital Customer Engagement Manager - Technical Consultant
We are seeking a skilled Digital Customer Engagement Manager - Technical Consultant to join our team. This role is responsible for delivering contractual agreements and services to SAP Cloud Customers, focusing on SAP S/4 HANA private cloud edition.
About the Role
* Drive sales to delivery handover and customer onboarding, covering technical and project aspects such as IP ranges, Load Balancer setup requirements, VPN networks, and more.
* Handle support tickets, bridging customer queries and requirements from technical operations teams.
* Ensure periodic service reviews to track service quality across a range of customers.
* Orchestrate overall service delivery according to agreed SLAs and KPIs.
* Support customers on technical queries and requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
* Proactively monitor, handle, and resolve customer issues with regular and transparent communication.
* Support de-escalations of critical customer situations and reviews SLA service credit cases.
* Contribute to customer Go-Lives, Release Upgrade, and maintenance activities.
* Execute and support problem management and continuous improvement.
* Support customer satisfaction surveys and commercial change requests.
* Liaise with different SAP stakeholders, including Sales, Presales, Renewals teams, and Customer Success Partners, to ensure customer success.
About the Company
Our company is building the bridge for SAP customers towards cloud, closely helping them through this transformation. We are a collaborative, caring team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options.
Requirements
* Engineering graduate with 3+ years of work experience as a SAP technical consultant in a customer-facing or supporting role.
* Strong knowledge of SAP Basis, SAP ERP modules, and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
* Hands-on experience with SAP Basis activities, technical support in Cloud environments, especially with hyperscalers, OS/DB migration, SAP release upgrades, and infrastructure updates for cloud customers.
* Technical and application expertise for different cloud solutions (S/4 HANA or another private cloud).
* Good understanding of infrastructure operations and processes and understanding of escalation handling and procedures.
* Experience working with cross-cultural and cross-functional teams or individuals.
What We Offer
* A highly collaborative, caring team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options.
* A chance to work with cross-cultural and cross-functional teams or individuals.
* Opportunities for career growth and development.
* A competitive compensation package.
