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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
Ensures periodic service reviews to track the service quality across a range of 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
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 the account needs to be transitioned to another team, based on growth in volume or complexity of the account over time.
WHAT YOU'LL BRING
5 - 7 years of work experience as SAP technical consultant with 2+ years in a 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
Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
Must have exposure to SAP Basis, SAP S/4 HANA, Azure/ AWS (in context of SAP Green Field and Brown Field Customers)
Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
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 Basis, and SAP Application
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
Understanding of escalation handling and procedures
Experience in working with cross-cultural and cross-functional teams or individuals
Proficiency in English (Written and verbal)
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