What you’ll do:
- 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.
What you bring: - Engineering or related fields graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years 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 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)
- Network and infrastructure knowledge is a plus
- 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
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