Digital Customer Engagement Manager
1 day ago
Digital Customer Engagement Manager - SAP Basis Technical Consultant
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven work. 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.
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 unit shall ensure innovative and standardized digital approaches towards managed services delivery of contracted responsibilities towards the customers, focusing on scalability and resilience.
What you’ll do
1. The Senior 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.
2. Drive sales to delivery handover and customer onboarding, covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks, and more.
3. Handle support tickets, bridging customer queries and requirements from the technical operations team.
4. Ensure periodic service reviews to track service quality across a range of customers.
5. Orchestrate overall service delivery according to agreed SLAs and KPIs.
6. Support customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
7. Proactively monitor tickets, handle issues, and maintain regular and transparent communication with customers.
8. Support de-escalations of critical customer situations & review SLA service credit cases.
9. Contribute to customer Go-Lives, Release Upgrade, and maintenance activities.
10. Execute and support problem management and continuous improvement.
11. Support customer satisfaction surveys & commercial change requests.
12. Contribute to the liaison with different SAP stakeholders e.g. Sales, Presales, Renewals teams, to ensure customer success.
13. Work in European time-zone.
What you’ll bring
1. Engineering graduate with 5+ years of work experience as a SAP technical consultant in a customer-facing/supporting role (IT services in Cloud environment, consulting, IT BASIS support).
2. Strong knowledge of SAP Basis, SAP ERP modules and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
3. Strong hands-on experience with SAP Basis activities and technical support in Cloud environments, especially with hyperscalers, OS/DB migration, SAP release upgrades, and infrastructure updates for cloud customers.
4. Technical and application expertise for different cloud solutions (S/4HANA or another private cloud).
5. Good understanding of infrastructure operations & processes and escalation handling procedures.
6. Experience working with cross-cultural and cross-functional teams or individuals.
Meet the team
The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation. ECS offers real-time cloud platform operation, infrastructure, and managed services focusing on fast time-to-value at reduced cost and risk.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently. 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.
We win with inclusion
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. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender, sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 408093 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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