Customer Engagement Manager
1 month ago
Job Summary: Digital Customer Engagement Manager responsible for end-to-end virtual customer engagement and delivery of contractual agreement and services for SAP Cloud Customers.
We help the world run better by building breakthroughs together. Our company culture is focused on innovation, collaboration, and learning. We offer a highly collaborative team environment with a strong focus on recognition, benefits, and career development.
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, by focusing on scalability and resilience.
Key Responsibilities:
- Drive 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.
- Ensure periodic service reviews to track the service quality across a range of customers.
- Orchestrate the overall service delivery according to agreed SLAs and KPIs.
- Support customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
- Proactive ticket monitoring, handling and issue resolution for customers with regular and transparent communication.
- Support de-escalations of critical customer situations & 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 & commercial change requests.
- Contribute to the liaison with different SAP stakeholders e.g. Sales, Presales, Renewals teams, esp. Customer success partner involved in the accounts, to ensure customer success.
- Work in European time-zone.
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 esp. with hyperscalers, OS/DB migration SAP release upgrades and infrastructure updates for cloud customers.
- Technical and application expertise for different cloud solutions (S/4HANA or another private cloud).
- Database Administrator - provides professional expertise and practical assistance in terms of database system management and IT data use in order for them to comply with the IT requirements at any time throughout lifecycle, pursuant to the defined quality criteria.
- Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.
- Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making skills.
- Experienced in working with cross-cultural and cross-functional teams or individuals.
About the Team:
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's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.
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