Senior Digital Customer Engagement Manager
3 weeks ago
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 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 Shared Services unit shall ensure an innovative and standardized digital approach towards managed services delivery of contracted responsibilities towards the customers.
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. Drives 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. Support tickets handling, bridging customer queries and requirements from technical operations team.
4. Ensures periodic service reviews to track the service quality across a range of customers.
5. Orchestrates the overall service delivery according to agreed SLAs and KPIs.
6. Supports customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
7. Proactive ticket monitoring, handling and issue resolution for customers with regular and transparent communication.
8. Supports de-escalations of critical customer situations & reviews SLA service credit cases.
9. Contributes to customer Go-Lives, Release Upgrade and maintenance activities.
10. Executes and supports problem management and continuous improvement.
11. Supports customer satisfaction surveys & commercial change requests.
12. Contributes 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.
13. Work in European time-zone.
What you'll bring
1. Engineering graduate with 7+ 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, technical support in Cloud environments esp. 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 understanding of escalation handling and procedures.
6. Experienced in 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.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
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.
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 (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 407970 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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