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
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