Digital Customer Engagement Manager - SAP Basis Technical Consultant
At SAP, our company culture is focused on collaboration and a shared passion to help the world run better. We offer a highly collaborative team environment with a strong focus on learning and development, recognition for individual contributions, and benefit options.
The Private Cloud Customer Centre charter is to ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution through a Shared Services model.
Key Responsibilities:
1. The Senior Digital Customer Engagement Manager 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 technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks, and more.
3. Supports tickets handling, bridging customer queries and requirements from technical operations team.
4. Ensures periodic service reviews to track service quality across customers.
5. Orchestrates 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 liaison with different SAP stakeholders, e.g., Sales, Presales, Renewals teams, esp. Customer success partner involved in accounts, to ensure customer success.
Requirements:
1. Engineering graduate with 5+ years of work experience as a SAP technical consultant in a customer-facing/supporting role.
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.
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.