SAP Associate Digital Customer Engagement Manager SAP BASIS & HANA 

China, Liaoning 

36426826

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
• 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 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 yearsin 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 SAP Application is preferred
• 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 andprocedures 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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