SAP Associate Digital Customer Engagement Manager - SAP BASIS & HANA 

South Korea, Seoul 

789486435

WHAT YOU'LL DO

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

• Orchestrates the overall service/project delivery according to planned scope, budget, and milestones

• Supports in de-escalations of critical customer situations

• 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 analysing if the account needs to be transitioned to another team, based on growth in volume or complexity of the account over time.

• Multi-language support for PCE customers worldwide.

WHAT YOU'LL BRING

• 1 - 3 years of work experience as SAP technical consultant with 1-2 years in a customer-facing role (consulting, IT support, IT services, etc.)

• Must have exposure to SAP Basis unless if you have strong language proficiency in Korean, Japanese

• Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making

• Hands on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers is preferred

• Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)

• An 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 S/4 HANA, Azure/ AWS /GCP and

• 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 know-how is a plus

• Understanding of escalation handling and procedures is a plus

• Experience in working with cross-cultural and cross-functional teams or individuals

• Proficiency in English (Written and verbal)

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