SAP Digital Customer Engagement Manager - Enterprise 

Brazil, Pará, Itaituba 

687169334

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 de-escalations 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

• Experience as SAP technical consultant in customer facing role (consulting, IT support, IT services etc.)
• Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
• Excellent customer focus / Networking / Relationship Building / Results-driven / Self-organized / 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
• Good understanding of Enterprise Cloud Services 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 know-how
• Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
• Understanding of escalation handling and procedures
• Experience in working with cross-cultural and cross-functional teams or individuals
• Advanced/fluent English proficiency (written and verbal), additional (local) languages are plus
  

This an Hybrid Model requisition - requiring 3 days a week in the office or with customers/partners – subject to local labor law and social partner involvement.

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