Customer Engagement Manager

4 weeks ago

Bucharest, Bucureşti, Romania SAP Full time

Short summary: Digital Customer Engagement Manager to drive sales to delivery handover, customer onboarding, and technical support for SAP Cloud Customers.

We help the world run better by empowering our employees to build breakthroughs together. Our culture focuses on innovation, collaboration, and learning. We offer a caring team environment, recognition for individual contributions, and a variety of benefit options.

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. This Shared Services unit shall ensure innovative and standardized digital approaches towards managed services delivery of contracted responsibilities towards the customers, focusing on scalability and resilience.

Digital Customer Engagement Manager Role

This role 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. This role serves European customers and requires the candidate to perform in the European time-zone.

  • Drives sales to delivery handover and customer onboarding, covering all technical and project aspects, including IP ranges, Load Balancer setup requirements, VPN networks, and more.
  • Supports tickets handling, bridging customer queries and requirements from technical operations teams.
  • Ensures periodic service reviews to track service quality across a range of customers.
  • Orchestrates overall service delivery according to agreed SLAs and KPIs.
  • Supports customers on technical queries and requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
  • Monitors, handles, and resolves tickets proactively, with regular and transparent communication.
  • Supports de-escalations of critical customer situations and 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 and commercial change requests.
  • Contributes to liaison with different SAP stakeholders, including Sales, Presales, Renewals teams, and Customer Success partners involved in accounts, to ensure customer success.
  • Works in the European time-zone.

Requirements

  • Engineering graduate with 3+ years of work experience as a SAP technical consultant in a customer-facing or supporting role (IT services in Cloud environment, consulting, IT BASIS support).
  • Strong knowledge of SAP Basis, SAP ERP modules, and tools, such as 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, OS/DB migration, SAP release upgrades, and infrastructure updates for Cloud customers.
  • Technical and application expertise for different Cloud solutions, such as S/4HANA or another private Cloud.
  • Database Administrator with professional expertise and practical assistance in database system management and IT data use to comply with IT requirements throughout the lifecycle.
  • Good understanding of infrastructure operations and processes and understanding of escalation handling and procedures.
  • Excellent customer focus, networking, relationship building, results-driven, self-organized, and decision-making skills.
  • Experienced in working with cross-cultural and cross-functional teams or individuals.

About SAP Enterprise Cloud Services

The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards Cloud, closely helping them through this transformation. One of the main tasks ECS is offering and providing real-time Cloud platform operation, infrastructure, and managed services, focusing on fast time-to-value at reduced cost and risk.

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer, committed to the values of Equal Employment Opportunity and providing accessibility accommodations to applicants with physical and/or mental disabilities.

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