Senior Digital Customer Engagement Manager - SAP Basis Technical Consultant
At SAP, we empower you to bring out your best. Our company culture is centered on collaboration and a shared passion for helping 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 various benefit options for you to choose from.
Role Overview
The Private Cloud Customer Centre has a charter 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 ensures an innovative and standardized digital approach towards managed services delivery of contracted responsibilities towards the customers.
Key Responsibilities
* As the Senior Digital Customer Engagement Manager (dCEM), you are responsible for end-to-end virtual customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
* You drive sales to delivery handover and customer onboarding, covering all technical and project aspects such as IP ranges, Load Balancer setup requirements, VPN networks, and more.
* You handle support tickets, bridging customer queries and requirements from the technical operations team.
* You ensure periodic service reviews to track service quality across a range of customers.
* You orchestrate overall service delivery according to agreed SLAs and KPIs.
* You support customers on technical queries and requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
* You proactively monitor, handle, and resolve issues for customers with regular and transparent communication.
* You support de-escalations of critical customer situations and review SLA service credit cases.
* You contribute to customer Go-Lives, Release Upgrade, and maintenance activities.
* You execute and support problem management and continuous improvement.
* You support customer satisfaction surveys and commercial change requests.
* You contribute to liaison with different SAP stakeholders, such as Sales, Presales, Renewals teams, especially Customer Success Partners involved in accounts, to ensure customer success.
* You work in the European time zone.
Requirements
* You have an engineering graduate degree with 7+ years of work experience as a SAP technical consultant in a customer-facing or supporting role (IT services in Cloud environment, consulting, IT BASIS support).
* You have strong knowledge of SAP Basis, SAP ERP modules, and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
* You have strong hands-on experience with SAP Basis activities, technical support in Cloud environments, especially with hyperscalers, OS/DB migration, SAP release upgrades, and infrastructure updates for cloud customers.
* You have technical and application expertise for different cloud solutions (S/4HANA or another private cloud).
* You have a good understanding of infrastructure operations and processes and escalation handling and procedures.
* You have experience working with cross-cultural and cross-functional teams or individuals.
Meet the Team
The SAP Enterprise Cloud Services team builds the bridge for SAP customers towards cloud, closely helping them through this transformation.
Bring Out Your Best
SAP innovations help over four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
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