SAP Digital Customer Engagement Manager dCEM - SAP Enterprise Cloud Services 

Brazil, São Paulo, São Paulo 

941014221

The Role

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

• Engineering graduate with work experience as SAP technical consultant in customer facing role (consulting, IT support, IT services etc.)
• 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
• Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
• 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
• 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
• Proficiency in English (Written and verbal), additional (local) languages are plus