Technical Customer Engagement ConsultantAt 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 SAP Enterprise Cloud Services (ECS) organization is a business unit responsible for providing cloud hosted infrastructure and application management services to SAP customers around the world in a 24x7 operations model. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer's preferred infrastructure, including Hyperscalers. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.
As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is dedicated to managing service delivery at scale for high-volume, private cloud customers.
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 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. They will work in 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 ServicesInitiates digital service kick off for customersContributes to onboarding/transitioning customers to ECSSupports in de-escalations of critical customer situationsSupports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicableExecutes technical feasibility studies / solution reviews (if applicable)Contributes to customer release and maintenance activitiesSupports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagementExecutes and supports problem management and continuous improvementReviews SLA service credit casesSupports commercial change requestsContributes to the liaison with different SAP stakeholders to ensure customer successSupports 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 over time.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.)Effective customer communication using digital mediums to achieve high customer satisfaction. Strong knowledge of IT Service Management, SAP Basis and SAP ApplicationHands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customersGood understanding of ECS operations infrastructure, processes and automation tools is a plusKnowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plusCloud architecture and IT technical infrastructure know-howTechnical and application expertise for different cloud solutions (min. HEC & S/4HANA)Understanding of escalation handling and proceduresExperience in working with cross-cultural and cross-functional teamsProficiency in English (Written and verbal), additional (local) languages are a plusBring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
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. 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.
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: 412916 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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