Job Description
Seeking a Digital Customer Engagement Manager to oversee the delivery of SAP Cloud Services, ensuring seamless adoption of RISE SAP S/4HANA Private Cloud Edition solution for European customers.
As a key member of the SAP Enterprise Cloud Services team, you will be responsible for driving sales to delivery handover, customer onboarding, and technical support for SAP Cloud Customers.
Key responsibilities include:
- Driving sales to delivery handover and customer onboarding, covering technical and project aspects.
- Supporting tickets handling, bridging customer queries and requirements from technical operations team.
- Ensuring periodic service reviews to track service quality across customers.
- Orchestrating overall service delivery according to agreed SLAs and KPIs.
- Supporting customers on technical queries and requirements throughout their lifecycle.
- Proactive ticket monitoring, handling, and issue resolution with regular and transparent communication.
- Supporting de-escalations of critical customer situations and reviewing SLA service credit cases.
- Contributing to customer Go-Lives, Release Upgrade, and maintenance activities.
- Executing and supporting problem management and continuous improvement.
- Supporting customer satisfaction surveys and commercial change requests.
- Contributing 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 like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
- Strong hands-on experience with SAP Basis activities, technical support in Cloud environments, especially with hyperscalers.
- Technical and application expertise for different cloud solutions (S/4HANA or another private cloud).
- Good understanding of infrastructure operations and processes and understanding of escalation handling and procedures.
- Experienced in working with cross-cultural and cross-functional teams or individuals.
About SAP Enterprise Cloud Services:
SAP Enterprise Cloud Services is building 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 and use business insight more effectively.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer.