Job Description
Manage customer engagement and delivery of SAP Cloud Services, focusing on SAP S/4HANA private cloud edition, ensuring seamless adoption and high service quality.
We help the world run better by building breakthroughs together. Our culture is focused on innovation, collaboration, and learning, with a strong emphasis on individual contributions and benefits.
The Private Cloud Customer Centre ensures seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.
Key Responsibilities:
- End-to-end virtual customer engagement and delivery of contractual agreement and services for SAP Cloud Customers.
- Drive sales to delivery handover and customer onboarding, covering technical and project aspects.
- Support tickets handling, bridging customer queries and requirements from technical operations team.
- 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.
- Proactive ticket monitoring, handling, and issue resolution for customers 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.
- Contribute to liaison with different SAP stakeholders to ensure customer success.
Requirements:
- Engineering graduate with 3+ years of work experience as a SAP technical consultant in a customer-facing/supporting role.
- Strong knowledge of SAP Basis, SAP ERP modules, and tools.
- Strong hands-on experience with SAP Basis activities, technical support in Cloud environments.
- Technical and application expertise for different cloud solutions.
- Good understanding of infrastructure operations and processes.
- Experienced in working with cross-cultural and cross-functional teams.
About the Team:
The SAP Enterprise Cloud Services team builds the bridge for SAP customers towards cloud, closely helping them through this transformation.
SAP innovations help more than 400,000 customers worldwide work together more efficiently.
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.