Job Description
Digital Customer Engagement Manager - SAP Basis Technical ConsultantWe help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!The charter of Private Cloud Customer Centre is to ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.What you’ll doThe Digital Customer Engagement Manager (dCEM) is responsible for E2E virtual customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.Drives Sales to delivery handover and customer onboarding, covering all technical and project aspects.Support tickets handling, bridging customer queries and requirements from technical operations team.Ensures periodic service reviews to track the service quality across a range of customers.Orchestrates the overall service delivery according to agreed SLAs and KPIs.Supports customers on technical queries & requirements throughout their lifecycle.Proactive ticket monitoring, handling and issue resolution for customers with regular and transparent communication.Supports de-escalations of critical customer situations & reviews SLA service credit cases.Contributes to customer Go-Lives, Release Upgrade and maintenance activities.Executes and supports problem management and continuous improvement.Supports customer satisfaction surveys & commercial change requests.Contributes to the liaison with different SAP stakeholders to ensure customer success.What you’ll bringEngineering 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 & processes.Experienced in working with cross-cultural and cross-functional teams.Meet the teamThe SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation.We build breakthroughs togetherSAP innovations help more than 400,000 customers worldwide work together more efficiently.We win with inclusionSAP’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.Requisition ID: 393118 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid. #J-18808-Ljbffr