Digital Customer Engagement Manager

1 week ago

Dublin, Ireland SAP Full time

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? 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 and future-focused 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. 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. This Shared Services unit shall ensure an innovative and standardized digital approaches towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience.

 

What you’ll do

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. This role is to serve the European customers and therefore requires the candidate to perform in European time-zone.

  • 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.

  • 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 within the SAP Enterprise Cloud Services scope of engagement.

  • 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 e.g. Sales, Presales, Renewals teams, esp. Customer success partner involved in the accounts, to ensure customer success.

  • Work in European time-zone.

What you’ll bring

  • 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).

  • 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

 

Meet 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. The mission of the Client Delivery Engagement Shared Services unit in ECS is to help our customers adopt the S/4H Private Cloud solution seamlessly and effectively, using standardized and automated delivery approaches by a scalable team engagement and technical roles.

 

#SAPECSCareers

 

We build breakthroughs together

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. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

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. We ultimately believe in unleashing all talent and creating a better and more equitable world.
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. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 390744  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.
 

  • Digital Customer Engagement Manager

    5 months ago

    Dublin 24, Ireland SAP Full time

    What you’ll do The 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. This role is to serve the European customers and therefore...

  • Digital Engagement Lead EMEA

    6 months ago

    Dublin, Ireland ResMed Full time

    We are hiring a Digital Engagement Lead EMEA to join our Marketing-Communications team in the UK or Ireland. Let's talk about the role: The ResMed Global Marketing team orchestrates campaigns, programs, and experiences for a variety of external audiences. This role, our Digital Engagement Lead, will be focused primarily on our Europe market and our...

  • Manager, Customer Success Engagement, EMEA

    1 month ago

    Dublin, Ireland West Pharmaceutical Services Full time

    Who We Are: At West, we're a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving...

  • Engagement Manager

    3 months ago

    Dublin, Ireland dentsu Full time

    Company Description About Merkle Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic,...

  • Digital Engagement

    6 months ago

    Dublin, Ireland Theatre Forum Limited Full time

    This is a full-time position over a one-year fixed term in the Communications & Marketing Department. Reporting to the Communications & Media Manager, the Digital Engagement and Communications Officer will work in collaboration with the Communications & Marketing team to help grow the Abbey Theatre’s brand presence primarily through organic digital media....

  • Customer Experience

    6 months ago

    Dublin, Ireland KPMG Ireland Full time

    Are you a customer focussed individual who is passionate about helping organisations to design and deliver meaningful products and services across all channels? Do you have experience working on Customer Experience, Product / Proposition Development, Channel and/or Digital Transformation type projects? Do you want to learn how to design and deliver world...

  • Spec, CS, Customer Engagement, EMEA

    3 months ago

    Dublin, Ireland West Pharmaceutical Services Full time

    Job Summary : The Customer Engagement Specialist is a client-facing role, who works to engage and enable our customers by effectively managing the customer’s needs to truly create a differentiated customer experience. As the trusted advisor and advocate for our customers, the Customer Engagement Specialist manages the relationship along with the...

  • Digital Marketing Manager

    6 months ago

    Dublin, Ireland Mint Marketing Talent Full time

    An exciting opportunity has arisen for a Digital Marketing Manager to join an award-winning marketing team and work on a very high profile national brand. Reporting to the Head of Digital & managing a small team, you will work on major digital campaigns to drive consumer engagement and acquisition. While this is initially a 12-18 month contract, there are...

  • Specialist, CS, Customer Engagement, EMEA

    3 weeks ago

    Dublin, Ireland West Pharmaceutical Services Full time

    Who We Are: At West, we're a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving...

  • Digital Account Manager

    6 months ago

    Dublin, Ireland Prosperity Full time

    Our client is a dynamic and innovative marketing agency that specializes in providing a wide range of digital marketing solutions. With a strong focus on creativity and strategic thinking, they help businesses of all sizes achieve their marketing goals and reach their target audiences effectively. They are in search of a  Digital Account Manager  who...

  • Digital Onboarding Product Manager

    5 months ago

    Dublin, Ireland 02623 Citibank Europe plc Full time

    This specific role sits within our Global Platform and Data Services (PDS) Product group which is part of our Treasury and Trade Solutions (TTS) function within Services The Digital Onboarding Product team is responsible for developing & implementing a global digital strategy to support client onboarding across TTS business lines. This role will focus in...

  • Digital Marketing Executive

    4 months ago

    Dublin, Ireland Presidio Full time

    Job Summary: As a Marketing Executive, you will be responsible for the execution of the digital marketing plan with the aim of promoting the company, increasing customer acquisition, engagement and retention. You will report to the Head of Marketing and will work closely with the new business development team. Job Responsibilities: Responsible for...

  • Digital Technology Specialist, Modern Work

    5 months ago

    Dublin, Ireland Microsoft Full time

    Overview In SMC and Digital Sales, we have set out with the purpose to empower our customers through the unique value of the Microsoft cloud by building a globally-led, digital-first scale organization aligned with partners. Dedicated to one of the fastest growing customer segments, the Small, Medium, Corporate (SMC) and Digital Sales organization is...

  • Senior Communications and Engagement Specialist

    6 months ago

    Dublin, Ireland WTW Full time

    Exciting Opportunity at WTW Dublin! Join Us as Senior Communication & Engagement Specialist for Employee Experience!   Are you passionate about creating a positive workplace culture? Do you excel in strategic communication and employee engagement? WTW Dublin is looking for a dynamic and experienced Senior Communication & Engagement Specialist to elevate...

  • Customer Success Manager

    2 weeks ago

    Dublin, Ireland PRAGMATIKE Full time

    Job Description: Location: Fully remote, EU timezone (CET +/- 2hours)Start date: ASAPLanguages: Fluent English is mandatoryOur client: SaaS specialized in outbound sales automation Responsibilities: Directly engage with customers across all communication channels, respond to inquiries and feedback to build trust and loyalty.Champion the customer's voice and...

  • Enterprise Digital Specialist Manager

    5 months ago

    Dublin, Ireland Microsoft Full time

    Overview Microsoft is empowering every person and every organization on the planet to do more and achieve more. We have set ourselves three bold ambitions: create more personal computing, reinvent productivity and business processes and build the intelligent cloud. Our culture is centered on embracing a growth mindset, a theme of inspiring...

  • Digital Marketing Executive

    4 weeks ago

    Dublin, Ireland PHX Ireland Full time

    We are currently recruiting for a Full time, Permanent Digital Marketing Executive to work in the Marketing Department. The role will report to our Brand & Digital Marketing Manager. The Digital Marketing Executive is responsible for implementing integrated marketing plans aligned with the Brand and Commercial strategy and manages the content for social...

  • Digital Marketing Executive

    3 weeks ago

    Dublin, Ireland PHX Ireland Full time

    We are currently recruiting for a Full time, Permanent Digital Marketing Executive to work in the Marketing Department. The role will report to our Brand & Digital Marketing Manager. The Digital Marketing Executive is responsible for implementing integrated marketing plans aligned with the Brand and Commercial strategy and manages the content for social...

  • Enterprise Digital Specialist

    6 months ago

    Dublin, Ireland Microsoft Full time

    Overview Enterprise Digital Sales, part of Microsoft's SMC and Digital sales organization, empowers our customers through the unique value of the Microsoft Cloud by building a globally-led, digital-first scale organization aligned with partners. As part of our local subsidiaries or Digital Sales centers around the world, you will engage a dedicated set...

  • Digital Account Executive

    5 months ago

    Dublin, Ireland Microsoft Full time

    Overview The Digital Account Executive facilitates Microsoft to better serve our SMC-Corporate managed clients realize their potential and help them on their Digital Transformation journey. The Account Executive adds value by developing and maintaining strong customer relationships that include building relationships with executives at the Chief-level...