Digital Customer Engagement Manager - Ciudad de México - SAP

SAP

Empresa verificada

Ciudad de México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

We help the world run better

As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is an organization dedicated to managing service delivery at scale for high-volume, private cloud customers.

Because we are at the heart of the SAP strategy, our business unit is growing rapidly.

In order to facilitate that growth, we are looking for people with diverse technical and customer engagement backgrounds to join our Centers of Expertise around the world.

You will become part of a great team of smart technical and customer engagement professionals, where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.

The Role

The digital Customer Engagement Manager (dCEM) is responsible for E2E 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.

The dCEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers.

The dCEM is also expected to maintain customer satisfaction through issue mitigation and escalation management, and helping customers maximize the value of their partnership with SAP.

The dCEM manages a variety of technical and engagement aspects during the various phases of a range of customer's lifecycle.

They will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle.

This role also provides expert support in operations and facilitates the service lifecycle.

Key tasks comprise the following:

Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
Initiates digital service kick off for customers
Contributes to onboarding/transitioning customers to ECS
Supports in deescalations of critical customer situations
Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
Executes technical feasibility studies / solution reviews (if applicable)
Contributes to customer release and maintenance activities
Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
Executes and supports problem management and continuous improvement
Support customer satisfaction surveys
Reviews SLA service credit cases
Supports commercial change requests
Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.

Role Requirements

Engineering graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer facing role (consulting, IT support, IT services etc.)
Excellent customer focus / Networking / Relationship Building /Resultsdriven / Selforganized / Decision making
Individual in this role is expected to deliver 'Effective customer communication' using digital mediums to achieve high customer satisfaction. Strong knowledge of IT Service Management, SAP Basis and SAP Application
Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
Good understanding of ECSs operations infrastructure, processes and automation tools like SPC, TIC etc. is a plus
Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus
Cloud architecture and IT technical infrastructure knowhow
Understanding of escalation handling and procedures
Experience in working with crosscultural and crossfunctional teams or individuals
Proficiency in English (Written and verbal), additional (local) languages are plus

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.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, ge